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Ongoing support for our community during COVID-19

Written by Vishal Rao On the 0 Comments

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.


UPDATE – MARCH 23

To support the health and safety of our workforce as well as our broader communities, we have closed our physical offices and mandated that all employees work from home. Our team has been fully enabled to work remotely, and we remain confident in our continued ability to provide industry-leading products, services and support through this arrangement. Richard Anderson, our Chief Customer Officer, will be hosting a fireside chat on April 3 to provide an update on the additional ways in which we can help our customers. In the meantime, please reach out to your Snow team if there is anything we can do to support you or your organization. 

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. We have also launched a new resource center to support you through this crisis, and we will continue to add more pragmatic guidance and best practices over the coming weeks.

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
  • Mandating all employees work from home
  • 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. 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. 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 would like to sign up for one of  Snow’s training courses. What is the status of those courses right now?  

Through the end of May, our core training courses will be conducted virtually to ensure we can continue to enable our community. The Snow License Manager User (SLMU) and Snow Inventory Administrator (SIA) courses will be run via our online training platform in combination with a 2-3 hour remote interactive session with an instructor. Online courses can be consumed at every participant’s own pace and the remote interactive sessions will be scheduled on a regular basis. While we are confident that we can provide all of the necessary support with this blended approach, customers who are currently signed up for classroom courses have the option of rescheduling or canceling if needed without penalty. As the situation evolves, we will continue to assess our approach and alert you to any changes. Please visit https://go.snowsoftware.com/GlobalTraining.html for additional course information and reach out to globaltraining@snowsoftware.com with any questions or concerns.

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 have mandated that our employees work from home and restricted employee travel, so we encourage making virtual plans to avoid any disruptions to your schedule. We will continue to reassess these policies as new guidance becomes available.