Update on COVID-19

  • ServiceNow Blog
  • About ServiceNow
  • Crisis Management
  • 2020
March 12, 2020

Quick Turnarounds

Updated March 30, 2020: Read this post for updates to ServiceNow's response to COVID-19.

 

As uncertainty persists with the COVID-19 pandemic, ServiceNow remains squarely focused on keeping its employees healthy and safe and its customers supported and productive.

 

Taking care of our people

The health and safety of our 10,000-plus global employees, office staff and communities remain our top priority. We are closely following government, CDC and WHO guidelines as we continuously assess our policies and support efforts.

We have asked all employees to work from home through at least May 4th. We are asking our contractors and support staff to stay home as well. All employees, contractors and support staff continue to receive their normal wages during this period.

We are requiring that employees avoid business travel unless business critical, and every employee can opt-out as they see fit. We will continue to monitor the situation and impact to our employees, contractors and support staff in real-time and will make adjustments as needed. 

 

Helping our customers

As a global company, we have critical business functions, including technical support and cloud operations, distributed in regions around the world. This model ensures consistent, world-class customer support and service levels for our customers. 

We are committed to delivering high levels of uptime for ServiceNow instances to ensure that our customers have all of the capabilities available to them to continue their operations. We maintain an Advanced High Availability Architecture with the ability to run a customer's production application from a pair of data centers located in geographically different regions. More information about our architecture and data center pairings is available here. ServiceNow has also confirmed that our business-critical partners have contingency plans in place to ensure further business continuity.

ServiceNow's business continuity plan covers the ability for our cloud operations and technical support teams to work remotely in a safe and secure manner so they can continue to serve our customers. All remote access happens using secure connections and multifactor authentication and is in compliance with applicable regulations and corporate standards.

As we continue to navigate the changing situation, we are confident in our business continuity plan and our ability to provide customers with the support they need to maintain their own business continuity. 

ServiceNow will continue to closely monitor the situation and is prepared to make real-time decisions to implement other measures to support employees, customers and stakeholders as needed. The company also will provide ongoing updates on the status of its annual user conference, Knowledge 2020, scheduled to take place online beginning May 5th .

 

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