A Note to our Customers: COVID-19

19 March 2020

The Covid-19 pandemic is affecting families, communities, and businesses across all industries. The situation is unprecedented, and so firstly our thoughts are with those impacted by the virus; it’s people’s health and wellbeing that’s most important.

Secondly, we felt it’s important to update our customers on the steps we’ve taken at Imprima to ensure we support businesses in their plans as usual.

Please rest assured that through our extensive business continuity planning programmes we are very well prepared to handle any impacts that may (and are now likely to) arise over the coming weeks and months.

Immediate Measures

We have implemented several immediate measures to ensure the full & seamless continuity of business operations and safeguard the health & well-being of our employees & the wider community. We have been in continuous dialogue with our staff to report any illness of themselves or their close family members.

All Imprima employees can work seamlessly away from the office in the same way as they can from all our offices throughout the world. We are keeping up to date with the latest advice from governments & health organisations and as of Friday 13th March, we are ensuring employees are working remotely to decrease any potential impact. This also involves employees within differing business units working in separate locations.

Our customer service teams are equipped with the latest & most secure technology & telecommunications that allow them to work remotely to the highest standards.

24/7 Customer Service and Contractual SLA’s continue as normal

Additionally, we have taken precautions to ensure that our departmental teams are split across multiple locations, so we don’t have a single reliance on any individual geographical area to provide continuity of services. Our industry-leading 24/7 customer service levels will continue as normal as will our contractual SLA’s to our customers.

Virtual Meetings & Demos Available

All employee travel overseas has been suspended until further notice. Our dedicated sales & account management teams (being equipped with the latest technology) can undertake virtual meetings, sales demos & presentations, and project kick-off calls to mitigate the inability to engage with customers face-to-face. Furthermore, Imprima representatives will not be attending any large-scale (client or otherwise) events until guidance becomes clearer in this regard.

Platform Performance Unaffected & Remains Exceptional

As a secure cloud-based SaaS provider, you can be assured that the performance of our platform will not be impacted. Our sophisticated performance monitoring, allows us to monitor the state of the Imprima application remotely, using various secure channels, including mobile applications for early alerting. Thanks to the state-of-the-art Microsoft Azure datacentres we are using (both our primary and designated Disaster Recovery sites) the resiliency of the platform will not be impacted.

Our business continuity team is meeting on a daily basis to make sure all risks relating to the continuous provision of our services are fully mitigated. As such, please rest assured we are very well placed to continue to provide you with an uninterrupted platform & the highest levels of service in the industry.