Dear Customers,

Since the COVID-19 pandemic was declared on the 30th January, we have been carefully observing how the situation has developed across the globe.
Today, depending on the guidelines issued by governing healthcare authorities, our company is managing local situations in all regions where we have teams. We are doing this to guarantee our employees’ safety, and also guarantee continuity for your services.

We would like to share with you the actions we have put in place.

Guaranteeing you service continuity

Our teams are making every effort to support you under the best conditions. As a consequence, we are deploying business continuity plans. Our priority is to ensure a high-quality operational service, which is essential for your activity - both for your business, and also on a more strategic, national scale. We intend to apply this worldwide, wherever we have a presence.
Our customer support team has adapted on a case-by-case basis to the confinement measures enforced in a number of countries. The Italian government put these measures in place two weeks ago, and we are in the process of completely re-organising our support system worldwide to ensure the best quality possible.

We are also protecting employees in our datacentres, with prevention measures reinforced on-site. Today, all datacentre and server maintenance operations can be carried out as usual. We are working in close contact with our suppliers, and we do not expect to experience any major provisioning issues in the short-term future for deliveries required to produce our own servers. Since the situation is still changing at a quick pace, we will keep you informed.

All SLAs for Support will be met, however, any non-emergency / informational requests will be automatically moved to Low Priority. To help us with Support Requests, please do not assign Informational or non-emergency tickets to anything other than Low when filing them. We appreciate your help with this.

Guaranteeing Health and Safety for All Employees

As soon as the WHO classified COVID-19 as an epidemic, we began reinforcing prevention measures. We suspended business travel, and raised awareness of personal hygiene and safety precautions in our sites.
Since the COVID-19 outbreak was declared a pandemic, we took the decision to make everyone work from home (excluding datacentre and factory employees), across all of Gravity Servers sites worldwide. This is to protect both ourselves and other citizens. Most of our sites have already closed, and offices that are still open will be closed by mid-week this week — excluding our production site (which we have changed the shifts for, to keep employee interaction to a strict minimum), and datacentres.

We are aware that by protecting our employees, we are doing our part to prevent the virus from spreading on a larger scale.

Showing solidarity and vigilance

We urge everyone to follow the recommendations issued by public organizations, as well as both national and international authorities. Simple acts of prevention, such as following personal hygiene precautions, are an effective way of protecting both yourself and others from infection. By working together, we will find ways of overcoming the situation. For further information, please visit the World Health Organization page.

Gravity Servers will carry on carefully observing the spread of the pandemic, and will take all of the measures required to support your services while protecting our employees, on the basis of advice issued by governing healthcare authorities.

Tuesday, March 17, 2020

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