NEWS

23.03.2020
Important customer information

We at HOSTKEY are also making every effort to protect our colleagues, and also you, our partner in both business and as fellow human beings, during the coming days and weeks of the ever-changing Coronavirus crisis

We at HOSTKEY are also making every effort to protect our colleagues, and also you, our partner in both business and as fellow human beings, during the coming days and weeks of the ever-changing Coronavirus crisis. Indeed we have enacted strict policies of social distancing, self-isolation, and we continuously respond and adapt to the best practices set forth by healthcare officials.

Our people have transitioned into working remotely, and we are exceedingly proud to say that our team has handled that transition masterfully. Our work flow has not been disrupted, and we continue to operate efficiently at every level of our company, from basic customer support, through engineering and management — all to the net benefit of our client base with no interruption of service. If we can maintain your business, that’s one less stress on your mind — and thus far we have done so, and will continue to do so.

What hasn’t changed?

  • Our customer-care reaction times remains at 15 minutes.
  • Our Sales, Accounting, and 2nd and 3rd line Tech Support still work as before with zero interruption.
  • Our team is operating at normal capacity and continuing to build on HOSTKEY’s best-in-class technology to power your business.

However, the current situation does not come without its limitations.

  • Due to new restrictions to the number of people allowed into datacenters at any given time, certain front line operations requiring the physical presence of our staff may incur delays.
  • Furthermore, even upon entering datacenters, there may be imposed a number of social safety measures, beneficial in the current environment, but they do require time.

If you servers are location in our datacenter in Russia, we strongly advise that you do not personally attend to them on site but rather take advantage of our Remote Hands service. If you need to interact in person with any given equipment at the datacenter, please contact our manager. For some simple operations, we can perform the work for you free of charge.

If you servers are located in any datacenter in the Netherlands, you can also contact our manager. If needs be, we can even try to set up remote streaming of the operation so that it can be done under your supervision.

HOSTKEY has launched a new service — Smart Hands. Our service removes the uncertainty for those who host their infrastructure in the Netherlands or Moscow.

We can offer 24/7 support through our Smart Hands Service. All work is performed to the client’s technical specifications, or indeed with your remote input. If you require it, we can take photos, video or even live stream the whole work process and its results reacting in real-time to your input. If needs be, we can purchase and rent any hardware locally, thus minimizing expense and maximizing maintenance efficiency.

It alleviates that delicate balancing act of protecting your number one asset, your people, in these trying times while still maintaining your remote core business infrastructure and service quality to your own clients in a world that has self-isolated.

HOSTKEY will continue working, to support you and your business throughout this entire crisis.