To Our Aerospike Community:
As the novel coronavirus (COVID-19) continues to disrupt our work, families and our communities, I want to update you on Aerospike’s business continuity practices and what we are doing to support employees, customers and our greater community around the world. All of you trust Aerospike to power mission critical applications for your business which is why, over the past decade, we have put in place a number of systems and processes to ensure we maintain the levels of customer service that you experience and expect from us.
Global Workforce Available 24×7
Aeropsike has global teams distributed in the US, EMEA and APAC which support customers across all major time zones. Our teams provide comprehensive support services 24 hours a day, 7 days a week around the world. Though, like most companies, we have asked our teams to work from home temporarily, they all have access to the same support platform they have been using successfully for years.
Robust Support Infrastructure
Our support platform is built on some of the world’s largest enterprise-grade cloud vendors, which have full high availability and data recovery capabilities built-in. Our infrastructure is built and tuned to serve a global, distributed team and enables seamless handoffs to ensure any case gets continuous attention until 100% resolved.
SLA Continuity
We are fully capable of continuing to serve our customers during this transition. Our escalation process remains intact, and we continue to meet the SLAs to which we have committed. We expect no material impact on our service levels and productivity during this period.
Continued Investment in Innovation
We continue to invest in our own innovation initiatives. We announced Aerospike Cloud earlier this week, which is a long-term investment to make it easier for our customers to deploy, manage and monitor Aerospike in any private, public, hybrid or multi-cloud environment. We will continue to make strategic investments in our core enterprise database and broader ecosystem of integrations and have some very exciting announcements planned throughout the year.
Strong Business Performance and Funding
You have likely read about our continued growth, strong balance sheet and recent funding. Our business remains strong and we are very well positioned to weather the current storm and come out poised for continued success.
Our team is here, as always, to do what it takes to make your operations successful. And most importantly, we hope you stay safe and healthy during these unprecedented times.
If there is anything we can do for you, you can reach us directly at businesscontinuity@aerospike.com.
Be well.
John Dillon, CEO
