Covid-19 Updates

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COVID-19 Response Updates

for OSIsoft Customers, Partners and Vendors

March 13, 2020 

OSIsoft is committed to taking the necessary precautions to prevent the spread of this disease in our workplace, as well as those environments in which we conduct business. The health and safety of our employees, customers, partners, and vendors is our primary concern.   

As you know, thsituation around COVID-19 is dynamic. Thus, the OSIsoft Executive Team has put a corporate response team and regional response teams in place to ensure business continuityAdhering to global, regional and local guidelines from WHO, CDC,and other information sourceswe are working to mitigate the spread of the virus, while keeping essential business processes operative. 

While each region and country are following specific, local protocols, below is an overview of actions we have taken to date and a compiled list of COVID-19 Business Continuity Questions and Answers from OSIsoft.

Guidelines implemented for OSIsoft employees 

Health and safety  
We have instructed all OSIsoft employees on health and safety guidelines. For example, if an employee or someone in their household has had exposure or reason to suspect exposure to COVID-19, we have instructed that they not come to an OSIsoft office or visit customers, partners or vendors. As always, we have asked that everyone prioritize the health and the safety for themselves and others, and in all events, they should err on the side of caution. 

Work from home  
In most geographical areas, we have asked our employees to work from home. Although we know that this may affect our ability to work in a face-to-face environment with customers, partners, and vendors, we trust that most business can be conducted online and over the phone, rather than in person.  

We will support a flexible work schedule to the extent possible during this emergency and are working to ensure that our employees’ home work environment is conducive to working with customerspartners, and vendors without interruption. We ask for your patience if there are any delays or undue disruptions during this time. 

Travel 
We are restricting employee travel to a very limited set of conditions, again, in accordance with local and regional guidelines. We are requiring extra levels of manager review and approval for all OSIsoft employee travel.  

Customer support operations 
Although our full set of customer support capabilities in place, we recognize that there might be occasions where the quality of telephony or on-line video communications may be less than optimal. We ask for your patience if you experience any delay or quality degradation during this time. 

Tech support 
The OSIsoft 24x7 technical support remains unchanged. Customers can continue to work with technical support through the Customer Portal and phone 

Services 
If you currently have a remote service scheduled with OSIsoft, there is no change. If you currently have an on-site training or service engagement scheduled, our support and services team members, in coordination with your account team, will reach out to discuss options. 

For new training and service requests at customer sites, we will work to schedule a delivery date to occur after May 1st, 2020. 

Training 
We are canceling all OSIsoft classroom sessions starting Monday, March 16th through Friday, May 1st, 2020. Please check our full list of cancelled public classes.    

 If you registered and paid to attend one of these classes, we are offering you two options at this time: 

    1. You have the option to reschedule your training class registration to a later date. Visit the OSIsoft Learning site to reschedule your class for a future date.
    2. If rescheduling your training is not preferable at this time, we can offer a refund on the cost of the course registration.  Contact our Customer service team at [email protected] and provide your name, class title and confirmation number.    

While we certainly understand that there is no substitute for the fully immersive classroom training environment, we are working to tailor our classroom content to be delivered remotely. We intend to run a series of remote instructor-led, live training classes. These classes will cover similar content as provided in our classroom-based training.  Training will be delivered in a live and interactive manner by one of our OSIsoft trainers. You can find the list of our online training courses on our OSIsoft Learning site. 

PI World San Francisco 
As PI World San Francisco will not take place as planned in late March, we are currently working on ways in which we can share information—such as customer stories and product updates—through the use of video and online platforms. Community engagement is important, and we look forward to sharing more information on this in the near future 

Questions? 

With the fluid nature of this situation, OSIsoft’s objective is to ensure that we stay in communication with our customers, partner and vendors. We will be vigilant in our efforts, with health and safety being the top priority.  

If you have questions about this message, or how it may impact our ongoing work and business relationship, please refer to our COVID-19 Business Continuity Questions and Answers from OSIsoft or contact your customer success manager or account manager.

We appreciate your patience and support during this time.  

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Updated - April 1st to include COVID-19 Business Continuity from OSIsoft FAQ


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