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With everyone adapting to the rapidly changing global pandemic, it is not only critical that individuals take the right steps to ensure the best possible outcomes, but that companies do their part as well. One critical element of that is ensuring that we are clear with customers and partners regarding some basic, prudent questions about business operations. To that end, I am sharing an open letter that we sent to each of our customers.
We are posting it here not only for the obvious reason of broader communication, but also as a reminder of the indomitable spirit of people to carry on in the face of adversity. Personally, and professionally, Dremio’s team is acting to ensure we responsibly overcome the immediate challenge in front of us with COVID-19, while also doing everything in our power to recover from the disruption as quickly as possible.
We are not alone in that spirit. Together, we will all get through this.
Be well and responsible until we get to the other side.
Open Letter Follows:
March 16th, 2020
Dear Valued Customer,
During this difficult time with the COVID-19 pandemic, Dremio is committed to being your partner and enabling you to use your data strategically to support your business. We want to assure you that we have plans and procedures in place to continue to serve you with our products and services throughout this crisis, while also minimizing the risk to your employees, our employees, and our partner networks. We are well-equipped to work from home productively without losing business continuity throughout our offices around the globe. Regarding the key functions of Customer Support, Services, and Sales, Dremio is a distributed company that uses redundant state-of-the-art cloud-based tools, so that we can continue to serve you even amidst local lifestyle disruptions in various regions as we are seeing with the pandemic.
Support cases are logged in a common tree, so that if any particular support engineer is unavailable, another one can easily maintain continuity with the case. These support engineers interface with a distributed engineering team, thus further limiting the impact of local disruptions. Similarly, our customer relationships are managed by a distributed team, with individuals in many locations. Therefore, in all aspects, we are well positioned to continue servicing our customers.
We are proud to serve you during this time, and together, all of us will come through this crisis stronger and better connected. If we can help in any way, please let us know.
Billy Bosworth, CEO