Since Coronavirus Disease 2019 (COVID-19) outbreak began, Everbridge’s customers have used the Critical Events Management (CEM) platform to send tens of millions of virus-related communications and leveraged the platform for rapid response and team coordination. Everbridge recognizes that our customers rely on Everbridge’s CEM Platform around the clock for operational response to critical events in order to keep people safe and businesses running.
For COVID-19, Everbridge is pleased to provide the following answers to questions our customers are concerned about.
What is Everbridge’s strategy for addressing potential employee shortage due to an epidemic/pandemic (such as COVID-19)?
Everbridge CEM Platform has a robust Contingency Plan that covers critical support functions such as Global Operations Centers (GOCs) and Technical Support Centers (TSCs). This CEM Contingency Plan is augmented and supported by a Pandemic Continuity of Operation Plan.
Supporting these plans:
- Everbridge operates two geographically diverse and redundant Global Operations Centers (GOCs).
- Everbridge also operates multiple geographically diverse and redundant Technical Support Centers (TSCs) supporting customers 24x7x365.
- Each GOC and TSC is designed and tested for all staff to work remotely, ensuring that we can minimize the spread of infectious diseases in the event of an epidemic/pandemic.
- Everbridge continuity processes provide for temporary work transference to secondary and tertiary staff as needed.
Does Everbridge perform regular exercises to ensure the CEM Contingency Plan (and related Pandemic Plan) support desired results?
Yes. Everbridge CEM Platform is a FedRAMP authorized, SSAE 18 SOC 2 audited, and ISO 27001:2013 certified solution. Pursuant to FedRAMP and ISO 27001 requirements, Everbridge ensures that the plans are reviewed annually. Everbridge also conducts rigorous annual exercises to ensure each GOC and TSC can sustain a long-term staffing shortage.
Will Everbridge be able to fully meet its service level commitments?
Yes, the CEM Platform Contingency Plan is designed to ensure we can meet our service level commitment, even in a pandemic event. The annual exercises of the plan test and verify that Everbridge can fulfill on this requirement.
Is there currently any impact to any of Everbridge’s platform, staff, or locations?
At present, no parts of Everbridge’s CEM Platform or its supporting staff or locations have been impacted by COVID-19.
Will Everbridge be able to maintain service if some of our third-party service providers (“subcontractors”) are impacted by COVID-19?
Yes. The CEM Platform is designed with redundancy at all levels, including third-party service providers. Everbridge utilizes multiple redundant providers to deliver messages over critical modalities. As a result, Everbridge is confident that a pandemic’s impact on one or more such third-party will not have any adverse impact on our ability to serve our customers.
What is Everbridge doing to specifically address COVID-19?
Everbridge is closely monitoring the spread of COVID-19 globally. The CEM Contingency Plan has been reviewed once again to ensure applicability. Furthermore, as key bodies such as the World Health Organization (WHO) provide instructions, a cross-functional internal team is engaging regularly to prepare our staff.
For our customers benefit, Everbridge has introduced a new specialized risk intelligence package to assist organizations with managing the impact of the coronavirus on their people, assets, customers, facilities, supply chains, and brand. The new data feed works directly with the company’s CEM platform and complements a series of other actions to address the virus, such as deployment of Everbridge Data Sharing Networks which enable customers to share information; initiation of risk intelligence briefings; broadcast of webinars by emergency preparedness experts on best practices; provision of a Coronavirus Preparedness Kit. All of these resources leverage Everbridge’s experience serving over 4,800 customers globally, as well as the company’s Risk Intelligence Service, which represents the industry’s most comprehensive vetted source of threat data.