As the Coronavirus (COVID-19) situation continues to evolve, we know it is top of mind for our customers and partners. With such rapid spread of Coronavirus globally our number one priority is the health and safety of our workforce, partners and customers. Therefore, we believe it is important to share the steps we are taking to keep our people safe and products and services running. At a high level, we are monitoring this situation daily, working with our customers, partners and local/regional public health authorities to adjust business operations and policies as needed. We will continue to provide updates as the situation develops.
Customer, Partner and Workforce Health and Safety:
- We are significantly boosting safety protocols across our offices globally, including implementing critical sanitary measures and providing guidance to our employees regarding what safety measures they should take in daily activities.
- We are reiterating public health authorities’ guidance in what to do in the event a workforce member finds that they have symptoms.
- We have instituted a work from home policy until the situation improves. Please refer to Business Continuity section below.
- We have stopped all non-essential travel and are working closely with our customers and partners to find alternative means of collaboration.
Business Continuity:
- The suppliers that our products rely on are fully operational but we regularly engage them to confirm their business continuity plans have the capacity to provide continued service.
- Through our business continuity plan we are prepared for possible business operation disruptions to ensure we can maintain appropriate service levels, while ensuring the health and safety of all that build and support our products.
- We have process and procedures in place for all critical workforce members to work remotely without impacting how they support the operations of our products and services as well providing world-class customer support.
- We use best of breed security technologies to provide our workforce members safe and secure access to resources that are required for them to perform their work.
Customers may contact their ServiceMax Account Manager with any concerns, questions, or more information.
Frequently Asked Questions
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1. How is ServiceMax dealing with the current COVID-19 (Coronavirus) pandemic?
ServiceMax has taken a number of steps to ensure the health and safety of our workforce, customers and partners. The company also maintains a business continuity plan as part of a larger Cyber Resiliency program designed specifically for dealing with business operations disruptions.
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2. What specific measures has ServiceMax taken to deal with the current Coronavirus threat?
As part of our Business Continuity Program, ServiceMax is prepared to implement its plan, in whole or in part if required. To date, we have taken the following steps:
- We have increased safety protocols across our offices globally, including implementing critical sanitary measures and providing guidance to our employees regarding what safety measures they should take in daily activities.
- We routinely communicate public health authorities’ guidance to our workforce, as to what to do in the event a workforce member finds that they have symptoms.
- We have instituted a work from home policy, without any impact to normal business operations, until the situation improves.
- We have stopped all non-essential travel and are working closely with our customers and partners to find alternative means of collaboration.
- We are in direct communications with our customers, especially those in industries that are fighting this pandemic, as to what we are doing and how we can help them with their cause.
- We are closely monitoring our critical suppliers to ensure they uphold their commitments to service levels.
- Being cloud-born and cloud-first, we have ensured processes and procedures in place for all critical workforce members to work remotely without impacting how they support the operations of our products and services as well providing world-class customer support.
- We have ensured that workforce members who are working to build and support our products, do so in a secure manner.
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3. How does ServiceMax keep its Business Continuity plan updated and ensure that it works?
ServiceMax tests its Business Continuity plan at least quarterly by conducting Table Top Exercises (TTX) to ensure it meets its business operations objectives. These TTX help identify any gaps in business continuity plan and procedures so that they can be updated in preparation for real world events.
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4. Does ServiceMax use outside resources to validate the adequacy of the business continuity program?
Yes, as part of its ISO 27001 certification and SOC2 attestation, the ServiceMax Business Continuity Plan is reviewed multiple time per year to ensure adequacy in meeting industry standards.
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5. How does ServiceMax ensure its critical suppliers will be able to provide support during a pandemic?
The ServiceMax Third Party Risk Management program ensures that critical suppliers have Business Continuity plans in place that have been certified or attested to by independent third-party Auditors.
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6. How is ServiceMax monitoring the global progression of Coronavirus threat?
ServiceMax monitors the Coronavirus situation through various local, state, federal and global agencies such as the World Health Organization (WHO) as well as the Center for Disease Control (CDC). We keep our Leadership abreast of the situation with up-to-date information so that we can make the best decisions for our workforce, customers and partners.
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7. Who should I contact if I have questions or require additional information?
Customers may contact their Account Managers or email us @ Servicemax.info@ptc.com with any concerns, questions, or more information.