UPDATE: March 19, 2020

Dear Customer,


With more confirmed cases of COVID-19 in the service areas of Fireminds our management team are putting in further protections for our staff. Following the guidance of the relevant Government bodies and global best practices we are tightening protocols for social distancing and implementing the following effective March 19:

  1. As per below, client site visits cannot be scheduled until the health safety questions are answered in the service ticket
  2. Client site visits must have approval of a Fireminds executive (CEO, VP, Director)
  3. Fireminds will continue work at home and is limiting access to our buildings
  4. Remote support will continue to be provided


We will continue to monitor the situation through the Government updates.

We are here to support our customers throughout this challenging time, protecting people and productivity to limit the impact. Please continue to reach out to Fireminds through normal lines of communication:

  1. Email
  2. Direct lines
  3. Main line: 441-295-0000
  4. Support: This email address is being protected from spambots. You need JavaScript enabled to view it.


Please let us know if you have any questions, concerns or requests. Stay safe and healthy.

UPDATE: March 17, 2020

Dear Customer,

 

As the world grapples with the challenges of COVID-19, it is clear that one of the best things that can be done is social distancing to help flatten the contagion curve and reduce the chances of a full blown outbreak.

On March 13th, Fireminds conducted a full business continuity exercise to test work at home capacity and our incident coordinator signed off that everything worked well. The exercise was fully documented for our auditors and will become a part of our annual SOC2 certification report. I’m very pleased that all Fireminds staff were able to work at home last Friday with zero impact to customers, a testament to our cloud solutions and the diligence of our staff.

We have taken extra steps to increase internet, server and storage capacity in our private cloud nodes in Bermuda, Cayman and Halifax to ensure customers have all the tools and performance they require for working at home. By being a Fireminds customer you are already enabled for remote working through our virtual desktop environment and Microsoft Office 365 tools, but if you require additional assistance to add more tools, leverage Microsoft Teams or purchase more hardware for work at home, please contact our COVID-19 task force at This email address is being protected from spambots. You need JavaScript enabled to view it..

For customers requiring on-site support, we have implemented new protocols to protect our staff:

  1. All IT requests will be resolved remotely through our RMM tools
  2. If a request requires an on-site visit then we will deploy a field technician only as a last resort
  3. Before coming on-site, you will need to update your ticket with answers to these questions:
    1. Is anyone in your office under quarantine?
    2. Is anyone in your office showing signs of illness?
    3. Does your office require by appointment visits?
    4. Our technicians will observe social distancing and stay at distance from clients while on-site
  4. Our technicians will wear rubber gloves while on-site
  5. Our technicians will utilize hand sanitizer as needed
  6. Our technicians will not enter any offices with more than 50 people

If any customers have a positive case of COVID-19, they should report this to This email address is being protected from spambots. You need JavaScript enabled to view it. and we will ensure you continue to receive IT support, just remotely.

In addition, Fireminds staff will continue to work from home for the time being, only visiting our offices if necessary i.e. to get inventory.

Fireminds and ATN have already implemented travel bans, limiting travel to essential travel only. Any staff that have traveled recently will be observing 14 days of self-quarantining at home, but will be working from home and available to you.

We are here to support our customers throughout this challenging time, protecting people and productivity to limit the impact. Please continue to reach out to Fireminds through normal lines of communication:

- Email

- Direct lines

- Main line: 441-295-0000

- Support: This email address is being protected from spambots. You need JavaScript enabled to view it.

Please let us know if you have any questions, concerns or requests. Stay safe and healthy.

Ps. Please see this article from Fireminds about Working from Home.

Contacts

Sales: 441-295-0000
Support: 441-295-0000
Toll Free: 855-347-9521
Email: support@fireminds.com
Sales: info@fireminds.com

Fireminds Offices

Fireminds Headquarters
2nd Floor, Innovation House
46 Reid Street, Hamilton, HM12, Bermuda

Fireminds Canada
5110/5112 Prince Street, 3rd floor
Halifax, Nova Scotia, B3J 1L3, Canada

Fireminds USA
2222 Ponce De Leon Blvd, Miami, FL 33134

Fireminds Operations US, LLC
1001 Technology Dr., Suite 202
Little Rock, AR 72223

Fireminds Data Centers

Fireminds Bermuda Data Center (SOC2)
Ideation House, 94 Pitts Bay Road
Pembroke, HM13, Bermuda

Fireminds Canada Data Center
Hibernia CLS, 132 Ketch Harbour Road
Herring Cove, Nova Scotia, B3V 1J4, Canada

Fireminds Cayman Data Center (ISO27001)
106 Goring Avenue, George Town, Cayman Islands

Fireminds South America Data Center
Telephone House
79 Brickdam, Stabroek
Guyana

Fireminds Telecom Partners

Viya Business Solutions
ST. THOMAS
Viya Customer Care Center- Tutu Park
4611 Tutu Park #20

ST. CROIX
Viya Customer Care Center – Sunny Isle
7G & 7H Estate Diamond, Pepper Tree Rd, Christiansted VI 00820

GT&T Business Solutions
Telephone House
79 Brickdam, Stabroek, Guyana

CommNet Enterprise Solutions
400 Northridge Rd, Suite 1100
Atlanta, GA 30350, USA