Business Continuity Update

At Claravine, our customers, partners, and employees are our highest priority so I wanted to reach out to assure each of you that Claravine will continue to operate as normal during the unprecedented time.  Beginning last week, we required all of our employees to begin working remotely and restricted all non-critical travel until further notice. For us it will be business as usual and the level of support you receive will remain unchanged.

We are committed to delivering the same excellent product support and customer service you have come to expect from our team.  We are confident you and your teams will not experience any changes in response times or resolutions going forward. We have conducted a review with each member of our team and verified their availability on all channels while working remote.

As a reminder, you can reach out to us a number of ways:

  • Email your Customer Success Manager 
  • Send an email to support@claravine.com or by opening a customer support ticket at support.claravine.com
  • Our knowledge base is available for product related support at kb.claravine.com

Thank you for being a valued Claravine customer and please let us know if there is anything we can help you with as collaboration becomes even more important in these unique times.

Please stay safe and take care of yourself and your loved ones.

Chris Comstock
Chief Product Officer
ccomstock@claravine.com

 

Frequently Asked Questions

  1. What is Claravine’s Business Continuity Plan?

Claravine follows an extensive business continuity management program that is annually reviewed by the Claravine executive team. Claravine’s plan outlines requirements dictating that teams continue to operate at full capacity in cases where remote work is deemed necessary.  Individual teams have specific plans tailored to their respective roles and responsibilities. Each team plan is practiced yearly to ensure that no discrepancy exists between plan and execution. Despite Claravine’s remote work mandate, all business processes and customer support channels remain intact with no disruptions.

  1. Will my access to the Claravine Platform be impacted?

Claravine is committed to meeting the service level agreements for all of its customers.  As a cloud-based SaaS platform, the Claravine architecture follows industry best practices for redundancy, availability, and resilience. In cases of increased demand, we follow a robust system of monitoring to ensure that available infrastructure meets the needs of our customers. As such, Claravine anticipates no impact or degradation to the availability or experience of the Claravine platform due to COVID-19.  

  1. Will COVID-19 cause delays in receiving support?

We are committed to delivering the same excellent product support and customer service you have come to expect from our team.  We are confident you and your teams will experience no changes in response times or resolutions going forward. We have conducted a review with each member of our team and verified their availability on all channels while working remote.

  1. How can I contact Claravine if I require support?

Despite the present COVID-19 situation, we still strive to be available to our customers whenever needed.  If you need urgent help or support, you can still reach out to Claravine by:

  • Emailing your Customer Success Manager 
  • Sending an email to support@claravine.com or by opening a customer support ticket at support.claravine.com
  • Browsing our knowledge base, which is available for product related support at kb.claravine.com
  1. How can I get updates on COVID-19 from Claravine?

Claravine will continue to notify you of any impact to our services or platform during the COVID-19 situation.  If you have any questions or concerns regarding specifics of how your business may be impacted, please contact your Customer Success Manager, Account Executive or send an email to support@claravine.com.