Updated 14 May 2020
To our valued customers,
During this unprecedented pandemic, our customers have shifted to new working environments including response to COVID-19 demands and managing a remote workforce. In an effort to honor their dedication and focus, we have chosen not to release our 2020.2 upgrade at this time so that they can continue to focus on this urgent need uninterrupted.
We believe there is great value in mitigating risk and not introducing new variables to our customers’ workflow. We hope this postponement will alleviate the resource constraints some companies are experiencing.
With that in mind, we understand delivering new features to create efficiencies and enhance user experience for our customers is an immense benefit. Please know that all 20.2 features will be released alongside all 20.3 features in Fall 2020. We are committed to continual enhancement of our product, however today we must balance that with importance of our customers’ business continuity, time and resources due to the current COVID-19 situation.
Regular maintenance windows will still occur as scheduled.
We applaud and thank you for your efforts and will continue to do all that we can to support and assist you in any way possible. Together we are managing a situation that has impacted every area of our lives. We are committed to be your trusted partner and wish you, your employees and your families continued health and safety.
Updated 20 March 2020
You may have heard that Salt Lake City experienced a 5.7 magnitude earthquake on Wednesday morning around 7 a.m. The epicenter for this earthquake was in the far west portion of our metropolitan area and felt across the majority of the Salt Lake Valley. Fortunately, the MasterControl offices are in the far east side of the metropolitan area and were not significantly impacted. Please be assured that our systems, service and support are 100% operational at this time. Our employees were already on work from home protocol, and the building was empty in the early morning hour.
In the interest of employee safety, the building was inspected Wednesday and cleared before people were allowed access to the offices. We will continue to monitor the situation and maintain our safety standards to ensure uninterrupted service for our customers and the safety of our employees.
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REVISION EFFECTIVE: 16 March 2020
Amidst the COVID-19 outbreak, the health and safety of our customers, partners and employees is paramount. In alignment with World Health Organization and Centers for Disease Control recommendations, we are implementing temporary operational policies to combat the spread of the virus. MasterControl’s core operating goal is to provide innovative software solutions that facilitate our customers’ success. We affirm our commitment to continue to provide great value to our customers in this environment of uncertainty surrounding COVID-19.
Customer Success: Reliable customer service and support is our highest priority. We know that MasterControl is an integral part of your business. Many of our customers are actively working on COVID-19 detection, treatments and vaccines, and we are honored to be their quality solution. To that end, we are proactively sharing the information below to support all customer efforts. We want our customers to be assured that we have a plan for dealing with the effects of COVID-19.
Operational Readiness: Our cloud architecture model built on AWS is designed to operate with minimal, if any, service disruptions. The Technical Support team will be available for on-premise environments without disruption. MasterControl has a business continuity plan and detailed contingency plans in place as part of our ISO 9001, 27001 and 27017 certifications. We have engaged our Emergency Preparedness Team to mitigate any potential disruptions to our business due to COVID-19.
MasterControl has implemented a work from home policy for employees at all global offices. Fortunately, for the past 15 years, MasterControl has allowed employees to work from home under an established work from home policy. This means employees have the resources and tools to do their jobs securely from any location and MasterControl already has systems and technology in place to support remote meetings and collaboration. To make determinations around resuming office operations, we will consider communications issued from the World Health Organization, the Centers for Disease Control, the U.S. Department of State, and government and health officials in local communities.
Continuity of Service and Support: As a global SaaS company, we have flexible teams ready to navigate unexpected events and challenging environments. Our business infrastructure is designed to ensure that our service remains available to our cloud customers during times of unexpected events. MasterControl is committed to maintaining open channels of communication with our customers and other stakeholders.
MasterControl has designed redundancy and fail-safe capabilities in our cloud service to mitigate or eliminate the impact of adverse events. We have strict policies and procedures for responding to emergencies, including a disaster recovery plan, which we describe in detail in SOP-0071 Cloud Services Disaster Recovery & Business Continuity. We also have data centers built on AWS and technical support offices located in North America, EMEA, and APAC.
At MasterControl our mission is to bring life changing products to more people sooner. Our business continuity plan and operating procedures are designed to achieve that mission and deliver the highest levels of service for our customers, even in challenging environments.
For questions, please contact firstname.lastname@example.org
MasterControl Technical Support
The MasterControl Team