Skip to main content
Snow Software
Executive Views, Thought Leadership

Ongoing support for our community during COVID-19

By Vishal Rao | March 12, 2020

With the continued impact of coronavirus (COVID-19) around the world, we at Snow have been closely monitoring the situation and reflecting on our role as a global organization. While this is a period of much uncertainty, I wanted to update you on Snow’s preparations, as I am confident in our continued ability to provide industry-leading products, services and support during this time.

Our top priority is ensuring we uphold our responsibilities to our employees, customers and partners. That means continuing to deliver the highest quality of service and support while also focusing on the well-being of our workforce and extended community.

As a result, we have implemented precautionary measures across our organization. These include a freeze on all employee travel and supporting employees who need to work from home, as well as enhancing our office health and safety procedures. We are also rescheduling or reformatting Snow hosted events and suspending sponsorship of in-person industry events for the next 30 days.

If you have an in-person engagement with a Snow employee, they will work closely with you to accommodate your current requirements and preferences. The team will also be in touch if there is a change in plans due to our own evolving protocols. We have the tools and resources needed for virtual meetings, support, training, demos and more. Please don’t hesitate to let us know what you need.

We are closely monitoring the situation and the advice coming from WHO, the Centers for Disease Control and local authorities. As new information becomes available, we will continue to update our official FAQ listed below.

Should you have any additional questions about the support or services you may need during this time, please contact your Snow team. Our thoughts are with all of those who have been affected, and we are ready to take further action as needed to support the well-being of our community.

Frequently Asked Questions 

Ensuring Business Continuity

Q. How will I get the support I need from Snow during this time?

A. Many of our customers are moving to remote work arrangements or limiting in-person vendor engagements. Rest assured that our team is fully equipped to virtually provide the same high-quality support and services during this time. Should you have any questions or concerns, reach out to your account team and we will work to accommodate your needs.

Q. What is Snow doing to ensure the continued availability of my products?

A. We are confident in our ability to continue delivering our products, services and support. As a part of our business continuity planning, we have identified our mission-critical vendors and verified their ability to provide uninterrupted service. We will continue to closely monitor the situation and take action as needed to ensure the reliability of our business-critical systems.

Q. My organization has enacted a remote work policy. Can Snow help me as I transition to working remotely?

A. Of course. We realize that our platform can be a critical component of responsibly managing the technology requirements of remote work. Reach out to your Snow account team so we can talk through any additional needs you may have.

Protecting Employees & The Community

Q. What internal policies has Snow put in place to protect employees?

A. Our team is continuously monitoring the situation across the globe and following recommendations from the World Health Organization, the Centers for Disease Control and local authorities. We have implemented several best practices in accordance with these guidelines, including:

  • Restricting all employee travel
  • Supporting remote work options for employees
  • Enhancing health and safety procedures in our offices
  • Suspending sponsorship of in-person industry events
  • Reformatting or rescheduling our hosted events

Q: I’m scheduled to meet with Snow at an upcoming industry conference. Will Snow still be attending?

A: As of March 11, Snow will not be sponsoring any in-person industry events for the next 30 days, and we have asked employees not to attend any external events of more than 50 people. We will continue to monitor the global guidance provided by WHO and regularly reassess this policy as things evolve. Note that a number of industry conferences have been postponed to a later date or shifted to a virtual format. We would be happy to work with you to reschedule any appointments or arrange for virtual meetings instead.   Q. I’m scheduled to attend an event hosted by Snow or in a Snow office. Are these events still happening?   A. As of March 11, Snow will not be hosting any external events, user groups or Play in the Snow sessions for the next 30 days. We will continue to monitor the global guidance provided by WHO and regularly reassess this policy as things evolve. Where possible, we will be moving as many of these events as possible to an online format, and our teams are ready to arrange one-on-one virtual sessions as well. For in-office meetings, please reach out to your Snow contact to verify if plans have changed.

Q: I have scheduled an in-person engagement with Snow. Will a Snow employee still be traveling to my office for this appointment, or will I be able to visit a Snow office to meet in person?

A: Please reach out to your Snow contact to confirm plans for any in-person engagements. Currently, we have restricted all non-essential employee travel for the next 30 days, and we encourage making virtual plans to avoid any disruptions to your schedule. We will continue to reassess these policies as new guidance becomes available.

Tags