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A note to Platform.sh customers about COVID-19 preparedness

17 March, 2020

In the wake of COVID-19, Platform.sh is fully operational and functioning at 100% reliability. We continue to closely monitor the impact of COVID-19 on our business and our customers. Our priority remains the health and safety of our team and our communities.

To this end, we have gradually taken early specific actions to deal with the current situation since the beginning of March. We have:

  • Canceled all domestic and international travel
  • Closed our Paris office and mandated Paris-based employees to work from home
  • Mandated employees in our Austin office to work from home
  • Shared vital health instructions with all employees, including relaying specific recommendations from public health agencies

We're remote-first, and resilient

Platform.sh is resistant to workforce disruptions because we are geographically distributed and a 100% remote company, and we have been from the very beginning. Our employees that usually work from offices are frequently working remotely and can also operate efficiently wherever they are.

Our staffing model ensures that job functions are distributed geographically, so that even if large population areas are affected by COVID-19, adequate coverage of key business capabilities is ensured. Team members are cross-trained in standardized roles within their department, making each department tolerant of disruptions.

Additionally, many personnel are trained in roles outside of their department, enabling them to shift to areas experiencing higher workload levels. Specifically, we are capable of re-assigning people between support and operations roles to ensure smooth operations for our customers.

Platform.sh team

Platform.sh has audited plans to ensure continuity

Platform maintains a SOC-2 and PCI audited Business Continuity Plan (BCP) and Disaster Recovery (DR) plan. This document establishes the plan used to recover Platform.sh services quickly and effectively following a service disruption that falls beyond the scope of our Incident Management process.

Aside from employee laptops, we have no physical computing assets. Instead, we use cloud hosting Infrastructure as a Service (IaaS) providers such as Amazon Web Services (AWS), Google Cloud Platform (GCP), and others. These providers, like Platform.sh, have rigorous business continuity and disaster recovery plans.

We are capable of deploying to all major cloud providers and we can, in short order, shift workloads to alternative platforms. Our employees do not rely on a single network provider and as such we do not anticipate overloaded networks would impede our capability to ensure smooth operations.

Platform also has implemented a crisis management team that communicates using slack, pagerduty, and dedicated video conferences. A dedicated call tree of key personnels’ contact details is maintained. We have also assembled contact information for all of our vendors as well as our business insurance providers. We perform a business impact analysis annually to ensure minimal disruption.

We'll have more for you in the coming days

In the coming days, and as the situation evolves, we will be communicating plans to further assist our customers and partners during this time of crisis. In the meantime, if you have any questions you can reach our support team through our ticketing system, contact your account manager directly, or email us at sayhello@platform.sh. You can also view our Status page for updates on Platform.sh services, including routine scheduled maintenance.

-- The Platform.sh team

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