We at Event Store hope you are staying safe and healthy as we all work together to ride through the current global crisis. As COVID-19 has affected everyday life around the world, we wanted to let you know what we are doing at Event Store to ensure our customers and our team are kept safe, and assure you that Event Store has put in place plans for continued operations and first-class support throughout this global challenge.
To ensure our team stays safe we have now closed our offices and all colleagues are working from home. Event Store has had distributed teams and been setup for remote employment since its inception which means all colleagues in support, development, devops, and the various other roles at Event Store continue to work without significant issues in this environment. In addition, Event Store support and engineering resources are distributed across multiple global locations which helps diversify risk in the case of any geographic outages.
Over the last few weeks, we have identified and eliminated single points of failure across Event Store systems. This is ongoing work, however we have a high degree of confidence in the systems in place as well as the corresponding contingency plans.
Our support ticketing system, Freshdesk, is cloud-based and resilient, however, if for any reason you are unable to access Freshdesk, we have a contingency support process in place.
We have emailed all support customers further details of the contingency support process - if you’re a customer and haven’t heard from us, please reach out via our contact page.
In addition, we recommend that your team review who currently has support account access to ensure there are no single points of failure. If you’ve not logged into your account for a while, please try again now to ensure access. If you need new accounts added for team members, please request additional accounts through your Freshdesk portal as normal.
All interactions with our customers that would ordinarily have been carried out face-to-face, including consulting, training and other meetings, have been switched to remote using video conferencing facilities. Our team are well rehearsed in using remote communication technology, and we expect to continue providing a first-class service.
Please let us know if you have concerns or issues that are not covered in this communication. We value all our customers and end users, and we understand that the systems and data that Event Store powers are often critical for your business. We will do everything we can to help you and your business continue to be successful through these challenging times.