Open Letter to E-ON INTEGRATION’s Customers
Aghia Paraskevi, 16/3/2020
In the wake of the unexpected turn of events due to the outbreak of the Coronavirus pandemic, we would like to update you on our ability to continue providing our services and on the measures we have taken to limit the spread of the pandemic in our work space.
E-ON currently has 46 Customers - Legal Entities. The vast majority of them use the services we provide as Cloud Computing. Some of our Customers are large companies with hundreds of employees and large volumes of sales and transactions while others are smaller in size. For both the large and the majority of our smaller Customers, we have undertaken key business applications projects. This means that by using our systems they perform critical business operations. They issue sales and shipping invoices, they grant loans, they follow their receivables, etc. We support our systems with long-term support and maintenance contracts. We believe that at all times our services are essential because without them and our support our Customers will not be able to continue their operations.
Measures we have taken to respond to the emergency situation
As a service provider, and even more a provider of cloud computing applications, we were already prepared and equipped to continue working on customer issues and to provide our services in emergency situations. For this we have developed and adhere to a "Business Continuity plan - BCP" for over three years.
Our BCP provides that at any time any of our employees can work from their home, which is connected to a VPN - Virtual Private Network with either E-ON's or its customers' central servers. Our people also possess the skills and training that allow them to replace each other in case of emergency. Our core business functions do not depend on one or two people. This rule also applies to our Management.
In this spirit, for the present emergency situation, se have applied the following measures:
A. Have a small team of 2-3 people present in the office on a rotating basis, mainly to support office infrastructures, such as mail servers, file servers, development environment.
B. Work from home for those who have long-term client work packages.
C. Reinforcement of teleconferencing infrastructure.
D. Cleaning and disinfection of surfaces frequently used during the day and instructions to all staff on good practices and measures to be taken for personal and workspace hygiene.
E. Enhanced parental protection (only one person falls into this category, i.e. parents of young children).
Conclusion - Suggestions
We understand that our Customers have their own priorities and issues to deal with this crisis. Nevertheless we would like to express our thoughts concerning the need for solidarity between businesses. One does not have to be an accredited economist to realize that the global financial system is in complete danger of collapsing if businesses cannot interact with each other. In this case, we will witness unprecedented conditions, the extent of which we cannot even imagine but which at this time make no sense to speculate or expect. So let us try to go on performing our operations as best we can. This today is probably the most appropriate measure that we can take in order to ensure business continuity, no matter how large or small company.
With the above considerations in mind, we appeal to all of our Customers, with the belief that together we can contribute to the effort to keep our interaction and cooperation “alive” as much as we can.
Up until the Emergency Situation is over our Customers will have access to:
• Our Customer Support system that will continue to operate continuously,
• Our employees who will be able to cover both applications’ support and new requirements,
• Teleconferencing so that we can communicate with each other from distant locations.
Obviously, if the situation gets out of any humanly possible control, we will not be able to perform. After all, the law already provides for what happens in cases of emergency - force majeure. For example, for situations like: sickness of 50% of company personnel, quarantines in warehouses, distribution networks collapse, unavailable raw materials, ban on imports, lack of cash in the economy, people not able to shop; Then obviously nobody can expect business-as-usual situations. But let's examine such conditions if they do arise, which we hope they will not.