Our Response to COVID-19
‖ UPDATED: Friday, May 01, 2020
UnidenHosting continues to monitor news regarding Coronavirus disease (COVID-19), as well as reports from the Centers for Disease Control (CDC), the World Health Organization (WHO) and local and federal governments. We also continue to align our protocols based on guidelines issued by state and local governments and public health agencies to mitigate disruption or risk to your critical operations.
Below are details on key preparations and precautions we have taken related to COVID-19.
Data Center Preparedness:
We have increased emphasis on sanitation by including hand sanitizers in restrooms, break rooms and lobbies
All UnidenHosting employees are required to wear masks while inside the facility
We have verified the use of Coronavirus-killing cleaning solutions by our janitorial service providers across all our locations
Non-mission critical employees are working remotely to minimize potential virus transmission at our office locations and data centers
We have engaged all mission critical vendors to understand their emergency response plans
We are prepared and are following our standard operating procedures related to emergency response
We continue to implement our mission critical maintenance plan
We are monitoring our supply chain and our spare parts inventory. Our preparation and response is covered by our Operational Disaster Preparedness and Recovery Plan.
We have continued to suspended all non-essential work travel for our employees
Employees whose presence is not required at the data center for operations are working remotely to minimize potential virus transmission at our office locations and data centers
While our Data Center Operations (“DCO”) team has reduced on-site staffing to minimize the number of employees in the data centers for social distancing purposes, we continue to pay and employ our full staff and can flexibly increase staffing to meet operational requirements.
We are closely monitoring the local governments in our data center markets and are following their requirements, including orders regarding restricted movement and staying home. UnidenHosting remains fully operational as our data centers qualify as “Essential Infrastructure” under the various orders.
Visiting Our UnidenHosting Locations
UnidenHosting requests that customer and vendor access to the data center be limited to essential visits only. If access is not essential, we are requesting that customers leverage our remote hands and customer portal for service requests and/or monitoring their environment.
If a visit to a data center is necessary, visitors must bring their own masks or face coverings and we encourage visitors to bring their own gloves and continue to practice social distancing at all times while inside our facilities.
A reminder that in advance of visiting our locations, we kindly ask that our employees, customers, and vendor partners consider the following questions:
- Are you currently experiencing any flu-like symptoms?
- Have you been in contact with anyone who has tested positive for COVID-19?
-Have you traveled outside of the United States within the last 14 days?
If you answer “yes” to any of these questions, we ask that you defer your visit to a future date.
Remote Customer Support:
If you have employees who cannot conduct work at one of our data centers, we have onsite personnel who can support your needs. Many of our customers will find that our free Remote Hands can significatly save costs and further risks of sending their employee to our data centers.
Please use the UnidenHosting myUH Portal to request Remote Hands services at any time, and we will assist with the request as prioritized by our DCO team. Our Technical Customer Service team would also be happy to submit these requests on your behalf if you are not familiar with creating them in your myPortal. Simply email support@UnidenHosting.com for support.
Customers are welcome to utilize our Data Center Intelligence (“DCI”) feature for colocation customers to verify power usage or environmental information (temperature, humidity).
UnidenHosting remains committed to clear, transparent communication with our employees, customers and vendor partners regarding this matter. We will continue to keep you apprised of our approach to COVID-19 as the situation unfolds.
Thank you for your continued support as always. Stay Safe, Stay Healthy!
Global Executive Vice President
The coronavirus pandemic is impacting our country, and the world. It is grappling all of us in unprecedented ways at an enormous scale and human impact, and our hearts go out to all who have been affected by the outbreak of COVID-19. It is an evolving crisis that we are monitoring closely.
At UnidenHosting, we believe it is our role and responsibility during this time to prioritize two things: the health and well-being of our customers and partners while also playing a constructive role in supporting local health officials and government leaders as they work to contain the virus. Through that lens, we will continue to make decisions with vigilance and courage informed by the latest science-based information and guided by Our Mission and Values.
Despite various measures taken by the government handling the COVID-19 epidemic, the UnidenHosting team will remain mobilized to guarantee a constant quality of service towards our partners and customers. We don’t expect a disruption to our service. We’re an online service, offering web hosting solutions worldwide — so you can create and manage your web site or server as normal. Rest assured that remote working has always been part of our company culture, so we’re already set up to be operational for the long term. No matter the worldwide situation — we’re working with our regulators and partnersaround the world, to make sure we have the best possible plans in place.
For years, UnidenHosting has prided itself on designing, building and maintaining the world's best web hosting solutions. We love a challenge. This has been true in the past, and remains true today.
We have been facing a number of unique challenges lately, including a global pandemic and a complete world economic meltdown. Just as UnidenHosting employees are dedicated to providing solutions for our Clients and helping each other resolve issues at the local, project and office levels, we are also dedicated to successfully dealing with these challenges.
I am proud of the many stories I have heard from our global offices, teams and individual employees stepping up in remarkable ways in the midst of this global pandemic. I would like to take just only a brief moment to share that with you. Earlier this month, our colleagues at the (UH-LOSCA-TC1A) data center located in Los Angeles, USA purchased and sent face masks to the UnidenHosting’s offices in (UH-BARSP01) which is located in Barcelona, Spain to help distribute these to our local Clients in assistance to combat the shortage of personal protective equipment in the country. Workers then used recycled and scrap materials to design a COVID‐19 mascot costume to creatively communicate HSE awareness to site employees in an entertaining way. A mobile knowledge center was also created to effectively communicate safety messages throughout the site. The center was constructed in the bed of a truck and regularly moved around the site, providing maximum visibility to UnidenHosting workers and non-workers without consuming a large amount of construction man‐hours.
For everyone's dedication from employees to customers, I want to thank all of you. Stories like these are what make UnidenHosting a place we want to work. We’d love to hear from you. When you see someone stepping up and delivering, let us know. As we have done before, we are committed to continuing to innovate and improve our operations, despite market headwinds.
We have been working hard to take extra precaution to ensure continued service to our customers during the pandemic. Here are several updates:
Our Office Staff: UnidenHosting employees (management, system administrators, sales/billing teams) have been properly equipped to work remotely during this time to ensure that we can continue to service and empower our customers with the level of attention they deserve. You can count on us to continue to deliver the high quality of service and responsive support that you have come to know and expect from us.
Our Datacenter: All UnidenHosting datacenters in USA continues to operate as normal, with enhanced safety and health measures in place. With full power/network redundancy, we are in a definite position to continue to deliver the uptime and reliability you need and have always expected. The network operations center remains staffed 24 hours per day. For datacenters outside USA will be dependent on the situations recommended by the CDC and in some cases, will be closed for to any outside visitors. As this situation continues to evolve, most employees will be working from home with the exception of situated single members to stay within our facilities day in and day out.
Warehouse/Supply Chain: Following our office and data centers temporary closures, on Friday, March 20 2020 - we will suspend our warehouse operations amid COVID-19 safety concerns. It is currently unknown as to when the warehouse will be reopening again (this is out of our control to a certain extent, due to the regulations imposed by certain states and countries). We have ordered and already received critical components we need for expansion and regular use to last us one-year.
All local and global UnidenHosting offices will be temporarily closed to the public for visits, new customer consultations, in-person and customer visits related to service for colocation hosting starting Monday, March 09, 2020 (until further notice). This decision protects the population we serve and the people with underlying medical conditions—and our employees during the Coronavirus (COVID-19) pandemic. We will continue to provide full support to all services and products during this time. We will have a limited number of essential staff, including essential teams, as well as physical facility security, whom will report to work as usual to maintain the health and wellbeing of our employees and the safety and security of our facility. All other staff will work remotely from home.
We want to be socially responsible and follow the guidelines put forth by federal, state and local officials. Therefore, it does not make sense to be open when those authorities are specifically advising against congregating in groups of people. UnidenHosting as an online business are able to continue to execute service and full support to our customers online.
If you are a colocation customer, our goal is to be there for you as our customer to assist you with anything as needed during this time. Should you need to scale up resources, ship us hardware, our team is here to handle that equipment. We will offer remote hands as needed to install, configure or replace your equipment and allow you to stay home as needed. There will be no additional charge for remote hands. Please reach out to your Customer Account Manager for guidance on this matter.
Additionally, many of you have voiced concern over our financial position — as with any company. In the time of uncertainty to the entire economy and those who cannot continue to work from state and country restrictions we understand that the data of your service is extremely important. We are a business that provides solutions to the online market. Markets are increasingly volatile as investors assess the global impact of COVID-19. The capital markets have experienced extreme volatility, reflecting growing uncertainty in the outlook for all companies. This uncertainty is especially prevalent in the brick and motor of a business. Luckily, we are a private held company with zero investors and maintain zero debt. We are however, in continuous contact with our Clients and partners as well as our banks to ensure that in any unlikely event we stay abreast of latest developments. At the same time, the company is still obtaining new clients, and will continue to provide our services.
Our financial liquidity and balance sheet remain strong with no long-term debt maturing, at least not until 2024, and we remain confident that we have the necessary financial resources to support our ongoing business needs. We are closely and constantly monitoring market developments and have refocused our attention on generating and preserving cash so we can take advantage of future opportunities.
In today’s world there is a lot that we cannot control, but it is imperative that we double down on what we can – supporting one another, focusing on service execution and delivering solutions to our Clients. We believe that - if we all pull together as a community and make these kind of prudent decisions - the entire community as a whole will bounce back quickly once things calm down, even against the backdrop of the current environment, I am confident that we will persevere and emerge a stronger company.
We thank you for your trust and while awaiting the return to a normal situation — please look out for one another and take good care of yourself and your surroundings.
Thank you for your continued support as always. Stay Safe, Stay Healthy!
Global Executive Vice President