Coronavirus – COVID-19

Status update

All Egress services remain fully operational and with significant capacity during this time of high demand.

We prioritise the wellbeing of our customers, employees and partners; something that has never been more important than during the current healthcare climate. Our teams are well-equipped to work remotely and continue to support all customer organisations globally.

Our Customer Service helpdesk remains fully operational, and our customers and partners are encouraged to check the live service status for Egress here at any time.

Our commitment remains to provide our customers with the highest levels of security, service and support.

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Continuity of Service

Will Egress be impacted by COVID-19?

We do not anticipate any limits or restriction on the services that we make available to our customers and users as a result of the coronavirus/COVID-19 pandemic. All our services remain fully operational and with significant capacity during this time of high demand.

How has Egress prepared for incidents like COVID-19?

We are an organisation led by a forward-thinking, risk averse leadership team that has made significant investment in technologies and processes to permit our business to continue to operate in difficult times such as these. As a result, our services are able to scale and adjust to the increase in capacity demands placed upon them through the increase in remote-working amongst our customer and user base.

How is Egress able to ensure continuity of service?

As a technology company we benefit from a combination of our own secure communication services, third-party services and secure remote working capabilities to enable all our employees to fully function from home as if in the office. Allied to our strong company culture, this ensures that we continue to work well as both small and large cross-functional teams even when not in our offices.

We operate sufficient staffing levels that allow us to carry on business as usual, despite the number of people who may be absent due to sickness during this period to ensure we can provide robust levels of support required across our customer base.

Business Continuity (BCP)

Does Egress have a Business Continuity Plan?

Yes. We are mindful of unexpected events and have a detailed, long-standing business continuity plan that is reviewed and audited annually. This enables our business to respond quickly and appropriately to incidents that may arise.

Our approach has meant that we have been able to seamlessly adjust the way we work and allowed us to protect the safety and well-being of our staff, their families, our customers and users whilst maintaining the same high level of service.

Does Egress test its business continuity plans?

Yes. Our business continuity plan is tested at least annually. In preparation for the current lockdowns, between early January 2020 and March 2020 we undertook test events across each of our five office locations to ensure that we were appropriately prepared and that our employees were able to successfully work remotely.

What steps has Egress taken to review its own supply chain?

Like any business in these circumstances, we have undertaken an exercise with our subcontractors to understand and identify measures to ensure business continuity of their services. We will, and do, remain in close dialogue with them as this situation progresses.

Through the market-leading subcontractors that we work with, we maintain diversity, resilience and capacity in the locations and services that we’re able to offer to customers and through those subcontractors’ own business continuity measures. All of this offers significant re-assurance as to the robustness and continuity of their service delivery and availability.

Where can I find information on support and service status?

Our Customer Service helpdesk remains fully operational, and our customers and partners are encouraged to check the live service status for Egress here at any time.

Travel

Are Egress’ offices currently open?

No. Access to all our offices has been restricted. All activity, including customer support, is being carried out remotely. Our remote working solution has been independently tested as apart of delivering services to our customers to ensure it is fit for purpose.

Has Egress restricted travel?

Our employees are following Government and health agency guidance in the jurisdictions in which they live and operate. As a business, we keep this under regular review and communicate with our employees regularly.

We have put in place restrictions on business and inter-office travel in order to mitigate the risks to our own employees, our customers, partners and other individual members of the public.

Protecting our employees

What key decisions has Egress taken to protect its staff?

In early March 2020, we were very mindful of the physical well-being and mental strains that our employees were feeling when travelling, and as a result of suspected or confirmed cases within shared office spaces. As a result, we proactively closed all our offices on 16 March worldwide in advance of the general guidance to do so, which was issued later that week.

All our employees are now working remotely.

What measures has Egress taken to enable its employees to work at home?

All our employees are currently working remotely. We have empowered our employees to be able to do this easily and confidently through a combination of our own secure communication services, third-party services and secure remote working capabilities. This enables them to fully function from their own homes as if they were in the office. Allied to our strong company culture, this ensures that we continue to work well as both small and large cross-functional teams even when not in our offices.

We are able to use Zoom and Microsoft Teams for video calls with our prospects, customers and employees.  We ensure that all our employees are using the latest versions of any relevant software and clients, and recommend that all our customers and prospects do so too.  We have been in contact with our account management teams where relevant and have ensured that we have configured these tools to meet their best practice guidance and recommendations.  We continue to monitor the situation around these tools and will update our processes if there are material changes in advice or guidance.

Our remote working infrastructure has been scaled to handle all of our employees and therefore we do not anticipate any negative impact due to the change in locations from which our employees operate.

How is Egress protecting the wellbeing of its employees during this period?

Daily management calls have been implemented coupled with weekly “All Hands” and Friday social meetings conducted via remote tools. These ensure that each employee remains engaged with business updates and social connections within their own teams and the wider business.

We have established a core team representing various functions within the business who are solely focussed on issues around employee engagement and well-being and establishing initiatives in this area. They meet weekly.

Our HR and Mental Health team make sure that everyone in the business is spoken to at least once a week directly to check in on their wellbeing, especially for those that live alone.

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