How is Bandwidth responding to COVID-19?

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Ryan Henley

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Table of Contents

COVID-19 Update: March 25, 2020

COVID-19 Update: March 16, 2020

COVID-19 Update: March 3, 2020

 

COVID-19 Update: March 25, 2020

We’re incredibly humbled to be a part of the world’s COVID-19 response. Alongside customers like you, we’re helping to keep healthcare systems, students, teachers, governments, and businesses connected when we need it most.

The Bandwidth platforms and team remain strong. The levels of partnership we’ve experienced with our customers and with our industry partners have been phenomenal. Collectively, we’ve worked to rapidly expand capacity to accommodate increased demand, all in the service of keeping people, and our world connected. Subscribe to Bandwidth’s network updates.

 

Some highlights:

  • The Bandwidth platforms are strong, resilient, and scaling to meet the demands.
  • The Bandwidth team is performing at the highest levels, working from locations around the country to serve our customers 24/7/365.
  • We’re on heightened alert for scammers. Unfortunately, some individuals see this as an opportunity to take advantage of people’s fears, creating scams to steal personal or financial information. To guard against these scams, we have expanded both our robocall blocking program and our text message filtering to monitor, block, and disconnect these kinds of campaigns. Additionally, the US Telecom Association recently posted some great tips for consumers. You might consider passing this along to your customers. We encourage you to report any suspicious traffic to us immediately by submitting a ticket.
  • Consider starting conference calls on the quarter-hour. Wireless, wireline, and VoIP networks worldwide are largely keeping up with capacity, but we’ve heard reports of connection difficulties at the top and bottom of the busy hours (11am ET through 2pm ET). Shifting the start of conference calls to the 15 or 45 min mark helps those networks balance the load, making the ecosystems stronger for everyone.

 

We'll continue to monitor the situation closely, adapt to changing conditions, and keep you informed as our response evolves. 

Thank you for trusting us to serve you and your customers!

 

COVID-19 Update: March 16, 2020

As the world’s response to events surrounding COVID-19 continues to evolve, your Bandwidth team is actively monitoring and adapting in real-time. We’ve been adjusting our contingency plans in recent weeks, and have a team of leaders meeting multiple times a day to review network status and make adjustments as needed. 

Throughout the days and weeks ahead, customers like you will play a pivotal role in the worldwide COVID-19 response. Healthcare workers, emergency responders, education systems, business enterprises, government entities, and social institutions will increasingly rely on our software platforms to supply robust conferencing, messaging, and voice calling to connect people and drive our economy forward while still honoring the need to distance ourselves physically.

This will likely be a time of unprecedented demand for all communications companies. Providers worldwide have observed a significant surge in data, voice, and messaging usage as more of the US and the world move toward work-from-home strategies to mitigate the spread of the disease. 

 

Some key points to remember:

  • Our platform is geographically redundant, diverse, and highly available.
  • Our team operates to the ISO 22301 standard – all identified critical business functions have proven business continuity plans that are annually reviewed, exercised, and tested.
  • We have remote working capabilities for employees in all regions.
  • Our team is working closely with our vendor partners and other carriers to manage any potential impact and will be able to adjust should the need arise.

We've prepared our platform to handle increased capacity, and we continue to actively coordinate with our industry partners to ensure the overall communications ecosystem is doing the same. As a result of these efforts and despite significant increases in traffic last week, our network, our team, and the broader communications ecosystem responded well and no impacts were observed or reported. All systems were operating normally.

While we're confident in our platforms’ capacity to handle the demand, it’s important to remember that voice calls usually traverse multiple carrier and data networks. If a call originates, terminates, or traverses a carrier who is experiencing issues, it could impact the call. 

 

We recommend that you consider the following:

  • You may consider notifying your customers in the same spirit as we’ve taken here: networks worldwide are seeing unprecedented increases in traffic, and with that increase comes a risk of network congestion. Although your network and Bandwidth’s platform may be fully functional, there are external dependencies that can impact performance.
  • Toll Free calls enter our network through different call paths than do Local DID calls. Users experiencing issues with calling in to a conference bridge via a Local DID may consider calling in via the Toll Free number as an alternative.
  • Favoring VoIP over cellular networks may circumvent bottlenecks in mobile provider networks. Reminding customers of this option provides another potential call path.

We'll continue to monitor the situation closely, adapt to changing conditions, and keep you informed as our response evolves. Thank you for trusting us to serve you and your customers!  

 

COVID-19 Update: March 3, 2020

As news develops around the spread of the COVID-19 Coronavirus, your team at Bandwidth is carefully monitoring the situation. Our Health and Safety team has implemented plans to make sure our operations and service remain at the highest quality for our customers. 

 

Key Details

  1. Our Health and Safety team is working around the clock to monitor and manage the situation as it evolves.
  2. Our team operates to the ISO 22301 standard - all identified critical business functions have proven business continuity plans that are annually reviewed, exercised, and tested.
  3. Our network features multiple geographically redundant offices and data centers. Our network and recovery plans are well-tested and certified by our annual ISO audits.
  4. We have remote working capabilities for employees in all regions.
  5. Our team is working closely with its vendors to manage any potential impact and will be able to adjust should the need arise.

We're following the guidance of the World Health Organization (WHO), Center for Disease Control (CDC), and local authorities in affected regions. Our priority remains the safety of our colleagues, customers, and partners.

 

Regional Updates

  • We ask all visitors to Bandwidth locations to follow World Health Organization hygiene practices.
  • We ask that people planning to visit Bandwidth locations consider the need for face to face meetings. We have robust video conferencing capabilities as an alternative to in-person visits during this time.
  • Access to Bandwidth locations is restricted for people who have visited high-risk areas in the last 14 days. This includes: China, Hong Kong, Singapore, Japan, Italy, Iran, and South Korea.
  • Travel restrictions on Bandwidth employees are in place for all high-risk areas as defined by the CDC and/or US State Department.  
  • Employees who visit locations where travel has been restricted will be self-quarantined by working remotely for at least 14 days following travel.
  • We've asked employees to limit non-essential travel to and from states with confirmed or presumptive positive cases of COVID-19. This includes non-essential travel between Bandwidth office locations.
  • We have Business Continuity and Health and Safety plans in place for all Bandwidth locations, should they be required.

 

If you have any questions, please open a ticket with your Bandwidth Support Team or hit us up at (855) 864-7776

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