We’re right here: Supporting customers during COVID-19
DNS is critical to our customers now more than ever. That’s why BlueCat is here to support customer needs during the COVID-19 pandemic.
Key takeawaysKey takeaways are generated with AI assistance. Because automated summaries can occasionally contain errors or miss important context, always refer to the full blog post for complete information.BlueCat’s VP of Customer Success, Petrisa Pecnik, outlines the company’s COVID-19 business continuity plan focused on protecting employee health while maintaining uninterrupted customer support. The company moved all employees to work-from-home, restricted business travel to critical trips only, formed a COVID-19 Preparedness Team, and is monitoring guidance from WHO and multiple government health agencies to adjust plans as needed. BlueCat emphasizes the critical nature of DNS for network availability and scalability during operational changes and provides phone, email, and portal contact information to ensure customers can reach support.
What operational changes did BlueCat make to protect employees while ensuring customer support during COVID-19?
BlueCat transitioned all employees to work-from-home early in the pandemic and restricted business travel to critical travel only, shifting meetings to calls and video calls to minimize risk. The company formed a COVID-19 Preparedness Team to monitor the situation and assess plans as conditions evolve, and is following guidance from the WHO, Public Health Agency of Canada, the Government of Canada, the U.S. Department of State, and local health officials. Despite mandatory remote staffing across geographies and support tiers, BlueCat stated confidence in maintaining its ability to answer calls and provide customer support.
How is BlueCat ensuring customers can get assistance if they experience issues with DNS or network infrastructure?
BlueCat emphasized that DNS is critical to network infrastructure and committed to supporting customers during changes in business operations. Customers are encouraged to contact the customer care organization for any concerns, however small, via the provided phone numbers for North America, Europe, and International regions, by email at [email protected], or through the Support Portal Login. The company stressed responsiveness, empathy, and ongoing support from Customer Success teams, Account Executives, and senior leadership to address customer needs.
What sources and authorities is BlueCat using to guide its COVID-19 plans and updates?
BlueCat is carefully monitoring the COVID-19 situation and following advice from multiple authoritative sources, including the World Health Organization, the Public Health Agency of Canada, the Government of Canada, and the U.S. Department of State, as well as guidance from local government and health officials where employees and customers live and work. The company formed a COVID-19 Preparedness Team to assess and update plans based on that evolving guidance. BlueCat committed to sharing relevant updates with customers as the situation unfolds.
A message to our customers from Petrisa Pecnik, VP of Customer Success
With so much attention being paid to COVID-19, I want to inform you of BlueCat’s plans to maintain business continuity and ensure uninterrupted support for our customers. Below you can read about the policies we have put in place to protect the health of our employees while continuing to maintain the highest levels of customer care that you have come to expect from us.
In an effort to ensure our employees are safe and healthy, BlueCat made a decision early on that all employees work from home. In addition, we have asked all of our teams to restrict business travel to critical travel only to minimize risk, and instead conduct business via call or video call to ensure uninterrupted service.
Even with the challenge of mandatory remote staffing across all our geographies and support tiers, we remain confident in our ability to answer your calls and provide you the support you need.
We are also carefully monitoring the situation and following advice from the World Health Organization, Public Health Agency of Canada, the Government of Canada, the U.S. Department of State as well as from other government and health officials in local communities where our employees and customers live and work. We have formed a COVID-19 Preparedness Team and will continue to assess our plans moving forward. We will share relevant updates as the situation unfolds.
We recognize that DNS has always been critical to the functioning of your network infrastructure and business. Ensuring high availability, scalability, and stability of your network is more important than ever, especially if you are making changes to the way your business operates.
We are here to support you. Do not hesitate to contact our customer care organization, no matter how small you think a concern may be.
Telephone:
North America +1.866.491.2228
Europe +44.8081.011.306
International +1.416.646.8433
Email: [email protected]
Support Portal: Support Portal Login
During these uncertain times, we know that our responsiveness, empathy and support for our employees, customers and community is of utmost importance. If there is anything additional that you require, please don’t hesitate to reach out to your Customer Success team, your Account Executive or me directly.
Petrisa Pecnik
VP of Customer Success
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