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OpenText’s commitment to customers and partners during COVID-19

The global coronavirus pandemic continues to affect all our families, our businesses, and our communities. While everyone continues to learn how to navigate the uncertainty of COVID-19, OpenText remains committed to supporting your business throughout the course of this pandemic and to provide continuity of service at all times. We have you covered, and we will work 24x7 to ensure we meet your changing needs by fully leveraging the OpenText Cloud, all our digital channels and our software and global expertise.

The OpenText leadership meets continuously to assess and respond to the crisis as it evolves, adjusting as required, and keeping the health and safety of those impacted front of mind. We follow the guidance of the World Health Organization (WHO) and are committed to our business continuity plans to ensure the health and safety of our employees and customers, while continuing to provide the same quality of service.

OpenText is working hard and smart to ensure we are exceeding your expectations and doing so safely and responsibly.

Further details on the OpenText response to COVID-19

Our Business Continuity assurance

OpenText has activated its business continuity and pandemic plans in order to ensure uninterrupted operations throughout this event. Our team is well-positioned to respond to this global crisis in real-time and we have resiliency built into our operations to ensure the availability of our critical customer-facing systems. OpenText will maintain our level of service and our responsiveness to requests for assistance.

Our cloud services commitment

OpenText Cloud remains fully operational and equipped with the needed equipment and supplies. We are committed to meeting our service level agreements for cloud services, and have implemented several precautionary measures to minimize impact including:

  • Data center personnel have been divided into smaller teams and are on standby to provide services around-the-clock, maintaining physical presence on site at each location.
  • Engaging critical vendors and partners to ensure services continue to be provided or are on standby.
  • Establishing stricter entry guidelines.

In addition, our NOC and Service Management teams are 100% prepared to maintain continuous service.

Customer service around the clock

As a global business that responds 24x7, we have well tested procedures in place that allow us to shift work from location to location based on dynamic situations.

For example, there are multiple customer support teams that have been divided into primary and back up teams. Back-up teams are not in the same location as primary teams, and all teams have the ability to work from alternate locations.

We also have our OpenText Change team on call in the event that our customers need immediate changes of services. This team is structured to support products and services work to implement both planned and emergency changes around the world at any time of day.

Health and safety for our employees and our communities

Our top priority is protecting the well-being of our employees and customers. Most OpenText employees are now working from home, if their position allows it. By leveraging our suite of collaboration, cloud, content and process technologies to their full extent, OpenText employees have been able to continue supporting customers while working remotely.