Stay at Home, Stay Online. We’ll Keep Supporting You
Because of the emergence and subsequent outbreak of COVID-19, there have been millions of Facebook Live updates, Tweets, and Retweets about the virus all around the world, blog posts, all sharing news, and information related to the unfolding virus. Without a doubt, the situation we are facing is unprecedented. This is global, open-ended, and it could affect every brand, every business, and each individual alone. In times of crisis, we understand that our customers need credible information.
As the status of COVID-19 continues to impact people and businesses around the World, FastComet is committed to providing awareness and transparency to our customers, employees, and partners about how we are responding. We understand that this pandemic is challenging you in ways never imagined, and stress levels are high.
FastComet’s Business Continuity
In a time when more businesses are working remotely, networks are tested at new levels, and security concerns increase, FastComet wants you to know we’re here for you. We are focused on the safety of both our employees and our customers, and on ensuring business continuity. We would like to assure you that we do not anticipate any disruptions in FastComet services. Our cloud-based server infrastructure is located in various data centers around the world, and we have no reason to believe that there would be server outages and/or connectivity problems due to COVID-19.
We have a dedicated business continuity team that is focused on ensuring that despite the challenges that a situation like COVID-19 presents, our work continues. This work does not exclude ensuring that crucial functions continue in the events of disruptions, with policies, people, and processes properly aligned to provide continuous service. We have well-tested procedures, workflows, and trusted technologies at work behind the scenes, and we remain committed to helping you be as successful as ever. We are well prepared and continuing the monitoring of the situation from all levels of our organization.
Our Services Will Continue to Operate as Expected
As a precaution against the novel coronavirus, organizations around the globe, including us, are being forced to adapt quickly. At FastComet, our absolute priority is the health and safety of all our employees and community, including business partners and candidates. Fortunately, the nature of FastComet business is digital and rarely requires in-person activity. At this time, we do not anticipate any impact on products or services. This ensures your businesses continue to receive excellent stability and support. Our responsibility to you is not one we take lightly, and it’s one that we’re well prepared to support throughout these times of uncertainty.
Our data centers, the one area of our business that does need regular “hands-on” physical contact, will remain staffed with tightly-controlled access policies.
Persistent 24/7 Customer Service & Support
Our company culture places a high value on face-to-face connections and the spontaneous and unanticipated interactions that can only occur when team members are working in the same physical space, but we also value flexibility and have extensive experience working remotely.
As an organization driven by technologies that are optimized for remote support, we want you to be assured that our globally dispersed teams remain available to help you. We maintain physical office space in several countries, and we have 11 data centers strategically located on three continents. Our Customer Success team includes our 24/7 Technical support teams and customer care team members, ready as always to take your tickets, chats, and calls. They are fully operational and will continue to function as far as you generally know at this point.
On Wednesday, March 11, the World Health Organization (WHO) declared COVID-19 to be a pandemic, advising people everywhere to “make a plan in preparation for an outbreak of COVID-19 in your community.” Bulgaria, where most of our Customer Care and Technical Support Teams are situated, is in the State of Emergency from Friday, March 13 until April 13. Most of our employees embraced flexible work from home policies since Monday, March 9 (even before the official State of Emergency). As of Monday, March 16 our physical Customer Success office is closed. In light of the circumstances, we are shifting towards working completely remotely.
However the show must go on – we are well equipped with all we need to work from home and to keep what we promised to our clients! Safe and sound, we are working round the clock and will continue to provide assistance 24 hours a day to customers, no matter their location as usual.
Anticipating Changes in Customer’s Financial Abilities
Let’s be clear — this is not a ‘marketing opportunity’ on which to capitalize. As a company proudly serving more than 50,000 individuals, small businesses, entrepreneurs, and developers around the world fulfill their dreams, we know how critical the online services we provide are in helping our customers maintain their business during the current economic volatility.
As people are potentially asked for self-isolate or to stay home, the novel coronavirus is laying waste on the stock market, upending the travel industry, and threatening disruption to the daily lives of many. FastComet is committed to meet the needs of those customers and members affected by the coronavirus financial hardship. When you need more time to complete your renewal payments, whether because of something as serious as a global health scare or loss of income due to illness, do not hesitate to contact our Billing Department. All Billing members will assist impacted clients and provide the right support to address their unique personal needs. Simply post a ticket to them directly via your Customer Area.
If circumstances require temporary cancelation of any of FastComet hosting services, clients should be aware that we will keep his data for 30 days for shared and up to 5 days for Cloud VPS/Dedicated CPU plans, even if there is no payment. We would hate to lose you over this and would be working with our customers on a case-by-case basis to overcome this hard situation.
You are probably already aware that we are keen on supporting communities and non-profit communities, as we wish to make a difference where we can via our existing charity hosting scheme. So, we are now extending that to all the devs who may be working on projects that would help in the current situation. Are you working on a website that informs users about local outbreak patterns, or perhaps a tool to help communities connect with each other? Reach out to us, and we will be happy to sponsor you with some free hosting, tailored with a free domain name.
Community & Positivity
Thank you for being a FastComet customer. These are challenging times but we want you to know that we stand ready to help however we can. Our thoughts go towards keeping our families, business partners, customers, and communities healthy.
Take care of yourself, take care of each other. If there’s anything you need, know that our customer service team is standing by to support you.
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