17 Mar How meldCX is Responding to Coronavirus (COVID-19)
With the coronavirus (COVID-19) situation developing quickly, we believe it’s important to be transparent about how meldCX is responding to the outbreak. Our philosophy as a business is to approach this situation with empathy and urgency; meldCX’s top priority is the health and safety of our employees and of the communities we serve, including our partners and clients.
We know that many individuals and organisations rely on meldCX for continuity in their services. Given how rapidly the outbreak is evolving, we expect and are prepared, to iterate on our approach constantly to ensure the health and safety of our employees and communities – whilst at the same time ensure continuity across our network.
The information below is reflective of our guidelines and practices as of March 2020. We will update this page accordingly to reflect any fundamental changes to our plan.
Employee Travel & Events
All company-related travel is currently suspended until further notice. We believe that limiting travel is our safest and best option for reducing the risks of infection. Employees with pre-planned trips are receiving assistance to cancel their business travel. In line with advice from the federal government, employees have also been advised to reconsider nonessential personal travel. We are also carefully evaluating our participation on a case-by-case basis for other smaller events, workshops and engagements.
meldCX has always been a strong proponent of remote work and we have numerous employees worldwide working fully remotely. In light of the situation, we are monitoring updates from the relevant government sources vigilantly to inform our employees. Our primary goal is our team’s health and safety and should the situation call for it. As of March 18th 2020, we have made the decision to transition to a fully remote workforce until further notice. We are fortunate to be able to do this without hesitation as we have already shifted to digital workflows, a distributed workforce and a culture that supports remote work.
Even as we make the shift to remote work, our commitment as a business is to continue to support you and your team.
We will continue to deliver high quality and reliable service for our products. Our customer success, support and account teams will remain fully operational to help you with any needs and can do their job entirely remote as needed. We also have online resources for teams around the world to easily access.
We also acknowledge that the meldCX platform is being used by the frontline to manage critical tasks in healthcare such as triaging patients and supporting the care of the elderly. We have increased our support capability and will have a dedicated team for these critical use cases.
Furthermore, we have also gone to great lengths to distribute the appropriate lab and test equipment to our various offices globally. This will enable certain staff to constantly test the latest updates on target devices – be it remotely, or on rare occasions, at the office with minimal contact.
The meldCX platform itself was designed with remote control and smart edge use cases in mind, autonomy and self-healing. In the event of loss of internet or an unlikely cause of failure, devices will auto-update to a cached or pre-prepared offline mode content as directed through meldCX, providing ease of mind for users.
meldCX maintains business continuity and disaster recovery plans focusing both on preventing outage through redundancy of telecommunications, systems and business operations, and on rapid recovery strategies in the event of an availability or performance issue. Whenever customer-impacting situations occur, our goal is to quickly and transparently isolate and address the issue. We have not seen and do not anticipate any impact to the meldCX ecosystem’s performance, reliability and/or security globally.
At this time, we are doubling down on our commitment to transparency and sharing information rapidly with employees as the situation develops. Our leadership teams are using our internal communications tools, including Hangouts, Slack, and email, to update employees on the latest developments continuously and anticipate concerns, questions, or support they, or their customers and families, may need at this time.
In addition to taking the precautions above, we are keeping empathy top of mind. It is a stressful time for our communities around the world, and so we want to do everything we can to minimize panic and maximize safety.
We hope this information is helpful in understanding how meldCX’s responding to coronavirus, and we appreciate the continued support from our employees, partners and customers.