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Teranet’s COVID-19 (Coronavirus) Customer Update and FAQs

March 24, 2020 • COVID-19 FAQs, COVID-19 Information Centre

Valued Customers,

Teranet is closely monitoring the rapidly changing developments around COVID-19 (Coronavirus). While the situation is fluid and uncertain, we are working hard to ensure the health and well-being of our employees, their families, and the community.

Teranet follows guidance from the World Health Organization and local authorities. Our Business Continuity Program (BCP) manages plans to address emergencies, including pandemics. Our priority is to protect the health and safety of our workforce. At this time, we do not foresee any disruption to our ability to serve customers.

To address any questions that you might have, we have put together the following frequently asked questions:

What actions has Teranet taken with respect to any associated risks of COVID – 19 (Coronavirus)?

Teranet continues to monitor the situation and does not foresee any disruption to its ability to continue to serve its customers.

We have made immediate adjustments to our employee travel, customers’ meetings, and industry events’ engagements. All employees have remote capabilities and are currently working from home until further notice.

In addition, visitors to Teranet’s offices will be denied access to our site.

Does Teranet have pandemic / business continuity program (BCP) plans that are regularly updated?

Yes, Teranet has a documented Business Continuity Plan (BCP) that covers each business unit and their people, processes and locations. It addresses various types of emergencies, including pandemics. Moreover, we have already implemented our BCP plan associated to COVID – 19 and in accordance with it, we have established a dedicated cross-functional team to oversee and manage the implementation of all required tactics.

What is Teranet’s plan to ensure that services to customers will not be impacted if the situation deteriorates?

Teranet is equipped with the technology, resources and detailed BCP action plans to continue to minimize business impact while serving our customers and maintaining our Service Level Agreements.

These are the actions taken in the following pertinent areas:

  • Employees: All Teranet employees are enabled to work from home.
  • Data Centers and facilities that require 24/7 onsite coverage: Our Datacenters are fully operational and will continue to operate at 24/7.

Does Teranet have procedures for communication with customers, suppliers and essential staff?

Timely and transparent communications are an important part of Teranet’s BCP strategy. In the current pandemic situation, Teranet holds regular leadership updates to ensure we have the most current information and resources and to follow the proper processes to address customers’ inquiries. In addition, and to offer easy access to information we have launched “COVID-19 Information Centre” sites for Teranet’s employees and customers with audience specific content. To check Teranet’s COVID – 19 Information Centre, click HERE.

For employees that may have had exposure, does Teranet have steps to quarantine them for a specific duration?

Teranet is following guidance from the World Health Organization and government health authorities and following all the necessary steps to support our Employees should they be required to self-quarantine.

Will Teranet be affected by the Government of Ontario closing of all non-essential businesses?

Teranet Services & Solutions, as well as those of our critical service providers are considered as an “Essential Business” under the terms of the Government of Ontario order. We remain confident that there will be no impact to our Service Level Agreements. To review the full list of workplaces deemed essential by the Government of Ontario, please click HERE.

We are here to support you!

Supporting our customers is our number one priority, and we remain committed to providing you with the exceptional service and support you have come to expect. If you need further assistance, check our support information HERE.

Your Teranet Customer Experience Team


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