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Supporting our community through COVID-19 restrictions

(Updated February 15, 2021)

The COVID-19 pandemic is a time of unprecedented uncertainty. At OSIsoft, we know our customers face new challenges for their own organizations and the customers they serve. The safety of employees, families, and friends is foremost. We expect to see continued pressure in the supply chains, business operations, and economic structures that support our society.

One thing is certain: we at OSIsoft are here to support you.

Our technical support, account management, learning, and all other OSIsoft teams remain fully staffed and ready to help. Our internal technology and communications network is 100% operational, enabling us to work virtually without disrupting service to our global community.

Although we can not estimate when we will resume all on-site services for all customers, we take pride in accommodating customer requests. Of course, we must consider restrictions on social distancing and travel that vary by country and locality and can change quickly in response to new developments. We continue to assess this fluid situation and will adjust our guidance accordingly.

OSIsoft customers and partners manage critical infrastructure around the world—and we take our role in supporting them very seriously. Whether through regular support calls, or service offerings, or live video training, we are prepared to do what it takes to ensure your business continuity through this difficult period.

At your service

Our thoughts are with those who are sacrificing their own safety for others, particularly those on the front lines of health care and public safety. And, we extend our deepest gratitude to those who work in critical infrastructure to “keep the lights on” during this very difficult time. We are proud to support you.

OSIsoft actions, policies and procedures related to COVID–19

Here are some of the measures that OSIsoft has implemented in response to the COVID-19 pandemic. Our objective is to ensure that we stay in communication with our customers, partner and vendors. We will be vigilant in maintaining health and safety, and update information related to COVID-19 restrictions on this page.
If you have questions about this information, or how it may impact our ongoing work and business relationship, please contact your customer success manager or account manager.

General business continuity questions

  • What is OSIsoft’s contingency plan for the goods and/or services impacted to ensure continuity of supply to your customers?

    We continue to operate 24/7 with full staff remotely. Our goods and services are not directly impacted, as we can conduct business online and by telephone.


  • Is there a single point of contact for customers to discuss supply chain and service risks (and contingency plans) due to COVID-19?
    All customers should directly contact their OSIsoft account manager or customer success manager for any matter related to software and services.

  • What measures has your IT organization implemented to maintain operations and support levels in areas affected by COVID-19?
    OSIsoft’s IT organization has increased remote access (VPN) capacity, where required, in order to allow our employees to continue their day-to-day roles while complying with local shelter in place mandates and quarantines. Additionally, due to the global nature of our workforce, our IT infrastructure has been set up with appropriate security measures and scalability to serve our business and customers. The current health situation has not affected our ability to continue to offer 24/7 technical support to those customers currently subscribed to OSIsoft’s Software Reliance Program.

About our workforce

  • Is your workforce working from home?

    Yes. Although we know that this may affect our ability to work in a face-to-face environment with customers, partners, and vendors, we have found that virtually all day-to-day business can be conducted online and over the phone, rather than in person.


  • How effective is your workforce when they are working from home?
    We support a flexible work schedule to the extent possible during this emergency and are working to ensure that our employees’ home-work environment is conducive to working with customers, partners, and vendors without interruption. We anticipate that our high levels of customer service will continue during this time of work-from-home mandates. We ask for your patience if there are any delays or undue disruptions during this time.

  • Can the work-from-home model be sustained for the foreseeable future?
    Yes. We have structured our company to work effectively from home. We ask that our customers continue to communicate with us frequently, so that we may provide support in resolving product issues, and ensure that we are assisting them to the best of our ability.

  • What is your current travel policy?
    We adhere to local and regional guidelines for travel. We are requiring extra levels of manager review and approval for all OSIsoft employee travel.

About our products and services

  • What goods and/or services supplied to customers pose any specific COVID-19-related risks?

    None. OSIsoft provides software and services to its customers and given the recent move to provide all services online rather than in person, we anticipate no COVID-19 related risks.


  • Has there been any change with OSIsoft technical support?  
    The OSIsoft 24x7 technical support remains unchanged. Customers can continue to work with technical support through the customer portal and by telephone.

  • Can the work-from-home model be sustained for the foreseeable future?
    Yes. We have structured our company to work effectively from home. We ask that our customers continue to communicate with us frequently, so that we may provide support in resolving product issues, and ensure that we are assisting them to the best of our ability.
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Questions?

With the fluid nature of this situation, OSIsoft’s objective is to ensure that we stay in communication with our customers, partner and vendors. We will be vigilant in our efforts, with health and safety being the top priority. We appreciate your patience and support during this time. 

©2021 OSIsoft, LLC