Communication to Ingeniux Customers Regarding the Coronavirus

The following communication was sent to all Ingeniux customers around 1 pm PT today. It details Ingeniux’s response to the coronavirus epidemic and our overall business resiliency capabilities. If you receive any questions or concerns from customers in response to this communication, please contact me or Riley Edmunds immediately.

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Dear Ingeniux Customer

At this time when the news is dominated by the novel coronavirus, I wanted to take a moment to update you on actions we are taking at Ingeniux to ensure business resiliency and continued service to our valued customers.  

Our focus is to provide uninterrupted business operations, which means protecting the health of our employees, ensuring we have resilient business operating systems, and ensuring we meet our customers’ needs.  To that end:

Offices and Staffing

Currently, our offices in Seattle and Walla Walla are open for business. We have enhanced our office cleaning procedures, shared best-practice health and hygiene tips with our staff and provided sanitizer and disinfectant products for their use.  We have instructed employees who feel ill to stay home and we have instituted a 14-day self-quarantine requirement for anyone in contact with at-risk individuals or returning from a high-impact area.

Having offices in Seattle and Walla Walla means our business infrastructure, management and staffing are distributed and redundant.  We have workers in both offices capable of taking on multiple roles if necessary, and if any one location suffers from COVID-19, the other office and workers will provide back up.  We are fortunate to have built a strong secondary office in Walla Walla that provides business redundancy and reduces our risk position. 

We fully support our employees working remotely and have long-standing policies and practices that allow employees to work remotely. All Ingeniux employees have laptops with secure access to our network. Should the need arise, we are fully prepared to run our entire business remotely.  In addition, we have a number of staff throughout the United States and Canada that currently work remotely fulltime.

Software Support

All software support issues are submitted via the web, email, or phone.  Software support requests are ticketed and tracked in a distributed application environment.  Software engineers are fully capable of operating remotely and have good online tools for communicating and collaborating remotely to address and resolve software support requests.

Hosting and Network Operations

If the need arises, our network operations engineers are fully equipped and capable of managing and delivering hosting services remotely.  We do rely on outside vendors for our hosting operations infrastructure, and we have worked closely with our vendors to review and validate their business resiliency protocols.  Our hosting operation is distributed across multiple network operations centers (NOCs), separated in different geographic locations.  We can move load and capacity between NOCs should aNOC be compromised in any way.  We have purpose-built our network operations to withstand business interruptions and this will serve our customers well in the current crises.

Training and Onsite Services

We have restricted employee business travel through the end of March.  Any training or other onsite services currently scheduled during March will be delivered online or rescheduled for a later date.  We will continue to monitor the situation and let you know if those restrictions will be extended into April.

Ingeniux User Conference

At this time, we are still planning on holding the Ingeniux User Conference in July.  Again, we will be closely monitoring the situation and keep you updated on any changes.  Given the uncertainty surrounding travel and large gatherings, we have instituted a policy that all User Conference registrations are fully refundable.  You will receive a detailed update on the Ingeniux User Conference later this week.

Crisis Management

We have created a Coronavirus Response Team at Ingeniux to monitor the rapidly evolving situation, identify risks to our customers and employees, and proactively take steps to mitigate risk.  The team is composed of key management personnel across departments and offices, and is meeting multiple times a week.

While we continue to work as usual, we are prepared for a scenario where our entire team works remotely if required.  As a software company with cloud-based software, an extremely strong infrastructure, and redundant operations, we are well prepared to manage business continuity through crisis situations. We anticipate no impact to our service and believe in our ability to keep our software and services platform operating as usual.  We will continue to closely monitor the situation, follow the guidelines provided by the WHO, CDC and local public health agencies, and adjust our plans as necessary.

We wish you all good health and thank you for continuing to place your trust in us. Please do not hesitate to reach out with any questions or inquiries.

Sincerely,

Jim Edmunds

President and CEO

Ingeniux Corporation