Given the evolving situation with the COVID-19 global pandemic, we want to be clear that we are taking serious and proactive measures to ensure that your internal networks, related systems, websites, and servers remain operational throughout this crisis. We truly value you as a client, and we’re fully committed to your business’s success during and after this instability.
Measures We Have Taken
We have always been a distributed organization with most of our staff working from home offices.
- Early last week we cancelled all travel, in-person meetings, and use of shared work spaces. Additionally, we advised our team to begin aggressive social distancing and hygiene practices. As of the date of this post we have had no confirmed cases or known exposures within the organization.
- We are in daily contact with our critical infrastructure partners. To date, all are reporting that the network infrastructure is secure and stable. We will continue to monitor the status of critical services and share updates as appropriate.
- In compliance with Nevada Governor Steve Sisolak’s order regarding non-essential businesses, our Reef Suite Client Experience office located in Downtown Las Vegas will be closed to the public for 30 days unless otherwise directed.
- We have adjusted support priorities and payment procedures as described below.
Support Priorities
We are receiving an increased number of support requests as organizations respond to this crisis by issuing work from home mandates and other arrangements. In order to maintain our level of service, we will apply the following priority rules:
- Operational issues on existing systems and services
- Deployment of business continuity solutions for existing clients
- New projects for existing clients
- Projects for new clients
- The scope of support available depends on the type and priority level of service you are purchasing from us
We will continue to strive to meet all service level agreements within this framework, and we appreciate your cooperation and patience with these priorities.
Payments
Effective immediately, all payments should be made electronically (via credit card, debit card, ACH, wire transfer or Paypal)
- If you are unable to make electronic payments, checks by postal mail will be accepted pending a delay of up to fourteen (14) days due to disinfection requirements. Please send payments early enough to factor in this delay.
- Please be aware that payments for services must be completed within the terms of your contract or service plan. Failure to make payments on schedule will result in late fees and service termination.
- If your payment will be delayed for any reason please contact our team to make arrangements.
Appreciation
Last but definitely not least, we’d like to express our genuine respect and appreciation for the many people working on the frontline to combat this virus. The list includes nurses, doctors and other health care workers, and the many people throughout the country working to keep store shelves stocked and basic services running.
Greater things ahead.
Team Red Rock Reef
Information subject to change.
Updated March 23, 2020
