Veritas’ commitment to our customers and partners during COVID-19 crisis

Around the world, COVID-19 is having an unprecedented impact on each of us - our families, colleagues, and our valued customers and partners. At this difficult time, I wanted to reach out to let you know how Veritas is responding to the situation, and how we plan to continue to help you as we face these challenges together.

Veritas is founded on the principles of resilience and we have a 30-year history of always being there to support our customers’ mission critical operations. I am reaching out to reiterate our ongoing dedication as your reliable business partner in these times of unprecedented global challenges.

Caring for our employees and community:

Just like you, we’re prioritizing the health and safety of our employees, families, and communities. As a result, we have implemented the following:

  • Enacting a work from home policy for our employees, following the guidance of local governments and public health authorities around the world.
  • Providing flexible work hours to help families care for children, elderly, and those with special needs.
  • Restricting travel and shifting our customer and partner events to virtual.

While this is by no means business as usual, many of our employees regularly work remotely and this transition has been smooth – we remain fully available to support you.

Serving our customers:

As always, we remain intently focused on the needs of our customers and assuring your data continues to be both always protected and highly available. Our commitment to you is:

  • Veritas Technical Support is 100% enabled to work from home to ensure your continuity of service.
  • Our current virtual collaboration model remains unchanged globally. Engineers, developers, architects, account managers, and subject matter experts are here for you 24x7.
  • We expect to maintain all service level targets.

Please feel free to reach out to Veritas Customer Care to access more information as support needs arise.

We have created a Frequently Asked Questions section on our website for your easy reference. We will keep this regularly updated in the days and weeks ahead so that you know what’s going on.

Your Veritas team is here for you. If you have any additional questions, concerns or feedback, please review our FAQ and always feel free to reach out to your Veritas account team.

  

Sincerely,

Greg Hughes
CEO, Veritas

Frequently Asked Questions

 

Veritas is a global provider headquartered in the U.S. and with operations in over 50 countries. We recognize that an infectious illness outbreak such as Coronavirus (COVID-19) can raise concerns. We are actively taking steps to mitigate any risks for our customers, with our highest priority being the health and safety of our employees, their families, and our communities as well as ensuring business continuity.

 

Has Veritas completed any pandemic or contingency planning exercises to ensure the plan provided is effective?

Updated March 19, 2020

  • Veritas has a business continuity program (BCP) supported by a global team comprised of key business group leaders and subject matter experts knowledgeable in company operations to address risks, mitigate or avoid impacts, and respond to consequences of a pandemic or infectious outbreak where it may affect our organization or business interactions. In the current situation, this team is led by C-level leadership, the working group meets daily and remains in continuous contact to assess and adjust as needed.
  • We have not had to activate any BCP. However, we are increasingly and proactively moving our personnel to a work from home (WFH) model wherever possible. This capability is not new to us. We are also closely following and implementing the recommendations / requirements of local health and safety authorities. In addition to WFH where feasible, our approach includes maintaining essential personnel onsite where appropriate, to assure continued operation of critical systems.
Will there be impacts to Veritas’ supply chain due to COVID-19?

Updated March 19, 2020

  • We do not anticipate supply chain impacts to product availability. We have not identified risks that would prevent our delivery of goods and services and have defined our processes to scale. We are monitoring and assessing the situation continuously.
Will there be impacts to Veritas’ technical support offerings?

Updated March 19, 2020

  • We do not anticipate changes to our customer-facing remote support process or timing. Support (other than break/fix for appliances) is delivered remotely. Robust Veritas business resiliency plans are delivered through a geographically flexible model, where several global locations provide coverage and backup for primary location to enable continuity and response to our customers’ critical support requirements.
  • In our normal practices, as now, remote technical support will follow the sun across support teams in several locations in North America, Europe and Asia.
Do you have any concerns regarding staffing for product installs or onsite services for customers?

Updated March 19, 2020

  • Most technical support is delivered remotely (see information above) so we are available to help our customers with any support challenges.
  • For appliances, if an appliance is installed outside a location identified as High Risk for COVID-19, there is no impact to onsite services to that device/data center. Going forward, in areas where people movement may be regulated/restricted by local health and safety authorities or there are limitations on local transportation, onsite services may be delayed, or we may provide remote assistance to your teams for onsite processes until normal engagement is permitted. We are also happy to work with your organization, if you prefer that we remotely provide assistance in lieu of an onsite service.
How do I access Veritas Customer Support?

Updated March 19, 2020

The most updated Customer Support information can be found here.

Veritas will continue to proactively keep our stakeholders informed and up to date via this FAQ as we support you in navigating these exceptionally challenging times.