FreeWheel’s business continuity planning has been designed to ensure uninterrupted delivery across our full suite of products and services. The continuity plan incorporates tested models for adapting to the threat of broad-reaching disease outbreaks, such as COVID-19.
FreeWheel’s 24x7 operating model leverages service operations in five geographically distributed countries with seven operating locations across APAC, EMEA, and the Americas. Freewheel’s incident mitigation policies are designed to allow service operations to seamlessly transfer between regions and ensure uninterrupted service delivery across the entire FreeWheel product suite during threat of an infectious disease outbreak.
FreeWheel’s infrastructure is hardened against threat events. The systems supporting our clients’ business operations are globally distributed across North America, EMEA and APAC in Tier1 data centers and with autoscaling and disaster recovery capability built in with AWS and Azure. The platforms are fully redundant and supported by Freewheel’s Global Operations and Client Services teams that are capable of continued operations, as well as the rapid transfer of operations, between APAC and the Americas.
FreeWheel’s business continuity and pandemic response model closely references international health agencies, including the World Health Organization (WHO) and the US Centers for Disease Control (CDC).
In short, Freewheel can ensure the following for our clients during any disease outbreak threat event:
We can rapidly transition to a remote working model.
We operate across regions and adjacent teams can pick up impacted work.
Our systems can be supported remotely.
Our infrastructure is redundant and distributed.
We will continue to closely monitor guidance from the WHO and CDC.
If you have any questions on our business continuity planning or pandemic response, please reach out to your account representative or support@freewheel.com with questions.
Frequently Asked Questions
Can you confirm FreeWheel will continue to operate per our service support levels during the possible pandemic evolution of COVID-19?
Yes. We are confident that FreeWheel’s business continuity plan will allow us to continue to operate per our contracted service support level commitments during a possible COVID-19 pandemic.
Do you foresee any change in your support process during the possible pandemic evolution of COVID- 19?
No. FreeWheel is set up so that our staff rapidly transition to a remote working model that supports our systems. In addition, since we also operate across regions, adjacent teams can pick up impacted work as needed.
Will your team be able to travel for regular appointments with us during the possible pandemic evolution of COVID-19?
We are monitoring guidance from appropriate governments on a regular basis, and, as a result, we are restricting most non-essential international travel. Given this, there may be circumstances in which FreeWheel teams will need to speak with you and support you remotely, rather than in person.
What should our teams do to help FreeWheel to ensure business continuity during the possible pandemic evolution of COVID-19?
We ask that our clients be flexible if our ability to engage, or means of engagement, is altered by the severity and impact of the situation. For instance, we may need to speak via phone rather than in person, or we may give a delayed response to non-critical questions due to differing time zones across supporting regions.
What is your plan to support our account if one (or more) employees get affected during the possible pandemic evolution of COVID-19?
We will continue to meet contractual obligations to service your account. If a specific employee cannot work on an account due to illness, we will provide any necessary back up support depending on the project and priorities at hand.
Should I expect any delays or suspension of any product launches during the possible pandemic evolution of COVID-19?
No. We do not anticipate any impact in this area, but we recognize that this may change as the situation develops.