To our Professional Communities: Customers, Partners and Developers Regarding COVID-19

During this time of unprecedented uncertainty, all of us here at Infobip are concerned with the safety and well-being of our families, colleagues, customers, partners, developers and the many friends who make up Infobip’s vibrant global community.

Thoughts of course go out to all those affected personally by COVID-19 and we hope everyone touched by this infection recovers soon and without incident.

As a business, everything we do is about and for our customers. For 14 years we have been honored by and grateful for the trust you have placed in us to provision and mediate your communications and customer support technology needs. So, in today’s challenging environment we want to provide you with more information regarding how we are securing our business and in turn – yours.

Infobip operates a Platform as a Service product. The most important element of our product is the that of a highly available geographically redundant service.

Our hardware is hosted in a multi-site configuration by our hosting partners. Physical access to our hardware is exceptionally limited, and only in extreme circumstances. Our platform is designed to be remotely administered by default as part of our 24/7 operations we do not envisage any changes being necessary at a platform or hardware level to mitigate against potential impacts of current isolation planning. Infobip has a Business Continuity plan designed to respond to disruptive incidents quickly and effectively. Our reaction to COVID-19 for example follows the terms and references set out in this policy.

Moreover, all our customers are serviced by specialists that are set up to work remotely for as long as is required to provide unfaltering 24/7 follow the sun support. The team has not experienced any disruptions to this model, and we continue ‘business as usual’ performing all core business operations as expected. We do not anticipate any interruption to this way of delivering high standard services and support.

Our Safety Team monitors daily the spread and effect of the virus with regular advisories on the latest necessary and precautionary measures needed to protect all staff, their families and professional communities alike. 

A work from home mandate was activated in all regions with reported infections – this has now been extended to all markets. All international travel has been stopped until further notice with face-to-face meetings, events, new staff onboarding or workshops either postponed or commuted to a digital format.

Further we have created a microsite within our company intranet where all employees can access information and guidance regarding the current outbreak at any time. It includes general news on the virus as well as important company updates, instructions and guidance on recommended preventative measures and links to important public health information.

 We do not anticipate having to escalate plans further but will not hesitate to do so should it be required.

Infobip works with and is supported by several strategic partners and developer communities. We are in regular contact with all of them to ensure they apply comparable mitigation practices with their teams, while still maintaining service levels. And of course, we hold ourselves equally as accountable to these cohorts.

Infobip understands that communicating during a crisis is essential for maintaining public confidence – especially when it entails information important to protecting public health. Infobip is in the business of delivering quality digital connected communication and we feel duty bound to assist organizations tasked with delivering critical communications at times like these.

If authorities are to engage in dialogue with the population during a crisis, they must have access to sufficiently large communications technology that has the capacity to handle potentially massive volumes of calls and contacts. So, we have decided to make some of our technology available for this purpose and have been helping with public health information initiatives around the globe with projects in development in Africa, APAC, India, Europe and Latin American regions.

If you think we can assist you in this capacity, please contact [email protected].

Finally, Infobip is fully committed to ensuring the health, safety, and well-being of our employees, their families and our wider professional community. This is our top priority in order to maintain the business continuity needed to provide the support and service our customers rely on.

As this situation evolves, your Infobip account team will proactively reach out if there is additional support we can provide. In the meantime, if you have any further questions about Infobip’s response to COVID-19, please contact your account professional.

Stay safe and look after each other.

Silvio Kutić

CEO, Infobip