Our ongoing response to employees, clients and partners during COVID-19.
Updated: May 6, 2020
NTT Global Data Centers Americas is continuing to monitor and respond to the Coronavirus (COVID-19) outbreak that is currently impacting communities across our service areas and the nation, and our hearts go out to all those affected. Our teams are working diligently to maintain mission-critical data center operations while prioritizing the safety and well-being of our employees, clients and partners. As the situation regarding the ongoing Coronavirus (Covid-19) outbreak continues to evolve, we want to reassure you that we have plans in place to keep our data center facilities open and serviced with critical operations continuing at any hazard threat level.
NTT has taken the following actions with our employees and to maintain the data centers.
Specific actions we are taking with our employees and teams:
- Suspension of non-essential business travel for all employees globally.
- Self-quarantine for employees who recently travelled to a high risk area and/or came into prolonged exposure or close contact with relatives/friends/others who recently returned from one.
- Deferring face-to-face meetings which are non-essential and/or involve large numbers of employees. Avoiding public events wherever possible.
- Employees who are feeling unwell are being advised to seek medical advice and work from home until they are fully recovered.
- Observing good personal hygiene practices including regular hand washing with soap and water, and the use of hand sanitizers when soap and water are not easily accessible.
Specific actions we are taking to maintain the data centers:
- Implementing new health screening protocols by asking all entrants to the data centers about their recent travel and any illnesses. We ask for compliance from all of our customers and partners, and patience from your staff as we implement these additional steps.
- New building access protocols in which we are now asking all customers and staff to enter through the main lobby of each building and to be cleared by security before entering internal spaces. We will not allow any personnel to travel between buildings, including our own internal employees, to help avoid cross contamination across physical sites.
- Added shipping & receiving department precautionary measures such as all packages will be received with care and placed in quarantine for a period of no less than 24 hours.
- Increased cleaning and sterilization throughout the data center to help limit potential exposure to customers and employees. Includes conducting sanitizing activities daily in our workplaces and providing hand sanitizer throughout the facilities for all building occupants.
- Requesting customers, contractors and visitors to self-disclose if they have visited a risk area and the timeframe of the incubation period since leaving the risk area is not yet over.
- Ensuring frequent contact surfaces in our offices are cleaned thoroughly, multiple times daily and providing easily accessible hand sanitizer in our workplaces.
- Ensuring our next-level Business Continuity Plans and protocols are ready to be implemented if/when necessary in future.
Accessing our data center facilities
While the data centers will not be closed to customers at this time, we ask that you help us in considering the following measures:
- Health screening protocols: We are implementing new health screening protocols by asking all entrants to the data centers about their recent travel and any illnesses. We ask for compliance from all of our customers and partners, and patience from your staff as we implement these additional steps.
- New building access protocols: We are changing access protocols to help avoid cross contamination across physical sites:
- We are now asking all customers and staff to enter through the main lobby of each building and to be cleared by security before entering internal spaces.
- We will not allow any personnel to travel between buildings, including our own internal employees. Any client, guest, or contractor that is permitted or authorized to come onsite (essential personnel) will be allowed to enter a building but will be refused entry to another building should they request to, or if they show up at another building.
- We are asking customers to limit non-essential personnel access to the data centers during this time; additionally, please limit meetings and gatherings of employees within the data center. Note: the training rooms in VA3 and TX1 will be closed for all use over the next two weeks (as of March 15, 2020).
- If your staff is feeling unwell, or has traveled internationally in the past two weeks, do not let them come into the data center
- While working in the data center, all customers should adhere to the latest guidelines on social distancing and sanitization to limit the spread to our staff and your teams
- Our operations team asks that all customers limit or delay any non-essential work requests that involve our operations and security staff; we want to maintain as much availability of our teams to respond quickly if more critical issues arise during this challenging time
If you would like to read the latest customer communications in more detail, please click on any of the links below.
- May 6, 2020 - Masks Required in the Data Center
- April 17, 2020 - New Temperature Scanning Protocol
- March 31, 2020 - ISP bandwidth overage fees waived through April
- March 26, 2020 - New health and business access protocols
- March 18, 2020 - Precautionary measures in place for Shipping & Receiving Department
- March 15, 2020 - Notice all non-essential employees to work from home
- March 10, 2020 - Hazard Level Status Update and Specific Actions
Frequently Asked Questions
Will I have access to my data center space during this time?
Yes. Our buildings will remain open for our customers under the current foreseeable circumstances. To minimize the number of people in each building, all of our non-essential employees are required to work from home, effective immediately and continuing through at least April 30, 2020. Our personnel in charge of Critical Facility Operations, Security, and Network Operations Center functions will still be present as needed to perform their job duties.
Have any people who work at your data centers tested positive for Coronavirus?
No. As of March 26, there have been no positive cases of COVID-19 within the company. By mandating that non-mission critical personnel work remotely, we are making every effort to prevent and slow the spread of the virus out of an abundance of caution and care for both our employees and customers.
How is it ensured that events at service providers or suppliers do not lead to disruptions in data center operations?
Critical service providers are part of the Business Continuity Management System. These are included in the pandemic preparedness plans with appropriate communication. This includes a query of the current situation and the measures implemented to protect business processes. In addition, the providers were requested to provide information immediately if there was a risk that the services could no longer be provided. Should it nevertheless occur that a service cannot be provided, the mission-critical infrastructure of the data centers is designed to remain operational even in the event of longer downtimes of service providers.
For more frequently asked questions, please click here.
We appreciate your support and flexibility during these difficult times. We will all work together to help minimize the spread of this virus, all while ensuring the data center environment continues to operate and stay online for our customers. If you have questions or requests, please reach out to your account manager or to the NOC here: 916-286-3000.