On Thursday, Hurricane Florence is set to make landfall along the U.S. east coast. With officials warning that the Category 4 storm might produce catastrophic flooding and rain, we wanted to provide a quick update to Continuum partners who are serving customers in the affected area, and add support we are able to provide.
Contact Information and Planned Communications
Throughout the storm and its aftermath, we will be carefully monitoring affected devices and sites and will proactively reach out to any impacted partners to offer technical assistance and support. Please ensure you have access to the appropriate contact information for both your account management team and Continuum’s Network Operations Center (NOC) in advance of any power failure or outages. We recommend maintaining both electronic and hard copies of this information.
Data Recovery and Restoration Efforts
For partners with clients protected by Continuum BDR, our top priority will be the recovery of any lost data and information impacted by Florence. Our technical support teams remain available 24x7, and our NOC is prepared to offer its full support with virtualization and restoration efforts.
For Continuum BDR partners, we have already begun proactively verifying backups and taking other measures to minimize data loss and ensure both you and your clients will be able to resume normal operations as quickly as possible in the event of any downtime.
Help Desk Support
For Continuum partners currently using our Help Desk, regardless of your current service hours option, we’d like to offer 24x7 coverage for your clients at no additional charge.
For Continuum partners not currently on our Help Desk, we’d still like to extend our team’s 24x7 services. Although there is typically a detailed onboarding process for adding our Help Desk service, we’d like to streamline this to let you quickly add our team as your backup. If you are interested in this offer, please reach out to your account manager and we’ll explain how to route client calls to our team and take advantage of this option.
We also encourage you to be as proactive as possible in communications with your clients, particularly as it relates to data recovery efforts and your support availability.
Please do not hesitate to reach out to Continuum or your account management team if you have any questions or are looking for additional information. We are committed to providing the best possible service to you during this difficult time.
By Meaghan Moraes
By Dave LeClair