27th March, 2020
Covid-19: An update from Endace
To all our customers,
These are unprecedented times, thank you for your loyalty. We hope that you, and your families are all staying safe.
We wanted to give you an update regarding Endace’s position during the COVID-19 pandemic.
Endace Team Availability
We have taken the precaution of having all of our Endace team work from home wherever they are located around the world. Thankfully, as an organization we are already setup for to work remotely. You shouldn't notice any difference from any of our teams.
Phone & Email Support is operating as normal with 24 x 7 availability. See here for all Support contact details.
We continue to dispatch EndaceProbe RMAs without delay, however we are experiencing delays in freight transport with some destinations seeing 1 week or more delay in deliveries. This appears to be the case with all freight carriers.
Unfortunately, due to “shelter in place” and “lockdown” orders by various local governments, and regions - DAG card RMAs cannot be dispatched until those restrictions are lifted. We expect this stop shipment on DAG RMAs to remain in effect for at least the next 4 weeks. DAG RMA shipments are on hold until lockdown orders are removed.
Our EndaceProbe manufacture in Plano Texas is operational. The plant has been designated critical infrastructure; therefore, they are exempt from closure during the shelter-in-place restrictions. Production times currently stand at 10-12 weeks from PO to shipment details.
Our EndaceDAG OEM products manufacturer in Christchurch New Zealand is in lockdown for at least 4 weeks. This will affect our ability to ship EndaceDAG orders but does not affect our EndaceProbe production.
Product Questions and Demonstrations
Our global sales team is available as normal - just remotely. Feel free to reach out. Demonstrations are easily organized via video conference from our Partner Lab in Austin, Texas. Please feel free to contact your account manager, or email firstname.lastname@example.org for answers to any product questions or to organize a demo.
Shipments & Freight
We do expect shipments to be delayed. In order to mitigate these delays, we have placed advanced forecasts with our suppliers and contract manufacturers. Despite this, we still expect some disruption to normal supply times.
The COVID-19 outbreak is affecting freight transport globally and this is also creating uncertainty with respect to shipments and delays. Country, Regional, and City restrictions may come into play, please contact us to work through specific shipment.
Who to contact
Work with your account manager as usual for any questions, and to co-ordinate expected delivery schedules for your orders.
Thank you for being a customer during these difficult times, we are working to make sure your security and operations teams have what they need to keep your business safe and operating reliably.
Stu Wilson – CEO