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Pure Storage COVID-19 Coronavirus Outbreak Technical Services Status and FAQ

Pure Storage COVID-19 Coronavirus Outbreak Technical Services Status and FAQ

joe-pinto.pngA message from Joe Pinto, Pure's Chief Customer Experience Officer: 

To our Pure customers and partners around the globe, please be rest assured we will continue to be operational during this time of uncertainty with COVID-19. We are continuing to monitor customer systems via Pure1. Our technical services engineers, along with our logistics and field service partners are prepared and will continue to serve our customers 24x7. Our service centers, logistics, and field service networks are operational, and we will be updating their status daily. We will be updating this article daily, or as critical changes occur. If you would like to receive email notifications whenever an update is made, bookmark our community page here.

Please stay safe and contact us if we can help in any way.

Best regards
Joe

 

 

Operational Status

Please see the following operations update of our Support Centers, Logistics Network, and Field Service Network:

TECHNICAL SERVICES SUPPORT CENTER STATUS BY REGION

AMERICAS

APJ EMEA

LEGEND: 1111111Operational1111111  1111Delays May Occur1111  1Essential Services Only1  11111Not Operational11111

Logistics and Field Services Country-Specific Updates

Country Criteria: Greater than 1,000 COVID-19 cases || Reported delays by vendors

For countries marked as 1111111111 deliveries can be made only to businesses deemed essential. These are limited to Food, Pharmaceuticals, Medical Equipment, Groceries, Banks, Insurance & ATMs, Electronic Media, Telecommunications, and Internet Services. A letter may need to be provided by the end-user stating that they are an "essential business". Any link to the appropriate government directive will be provided as available.

If a country or locale is not listed, it is not currently impacted.

Global COVID-19 Lockdown Tracker - Visualize the current state of COVID-19 lockdowns around the globe as it unfolds.

Region Country Status Additional Notes Directive
APJ Australia.png Australia 1111111111 Overall status update. LINK
APJ China.png China 1111111111   LINK
APJ Hong Kong.png Hong Kong 1111111111   LINK
APJ India.png India 1111111111 Mumbai depot is now within a containment zone and is closed. LINK
APJ Indonesia.png Indonesia 1111111111 Overall status update. LINK
APJ japan.png Japan 1111111111 Overall status update. LINK
APJ Malaysia.png Malaysia 1111111111   LINK
APJ New Zealand.png New Zealand 1111111111 Field technicians will not be able to attend any site where a COVID-19 case has been confirmed. LINK
APJ Philippines.png Philippines 1111111111   LINK
APJ Singapore.png Singapore 1111111111   LINK
APJ South Korea.png South Korea 1111111111   LINK
APJ Taiwan.png Taiwan 1111111111   LINK
APJ Thailand.png Thailand 1111111111 Government estimating July 1 for complete reopening and lift of curfew. LINK
APJ Uzbekistan.png Uzbekistan 1111111111    
APJ Viet Nam.png Vietnam 1111111111   LINK
EMEA Austria.png Austria 1111111111

 

LINK
EMEA Bahrain.png Bahrain 1111111111   LINK
EMEA Belarus.png Belarus 1111111111    
EMEA Belgium.png Belgium 1111111111   LINK
EMEA Bosnia _ Herzegovina.png Bosnia and Herzegovina 1111111111   LINK
EMEA Bulgaria.png Bulgaria 1111111111    
EMEA Croatia.png Croatia 1111111111    
EMEA Czech Republic.png Czech Republic 1111111111   LINK
EMEA Denmark.png Denmark 1111111111   LINK
EMEA Egypt.png Egypt 1111111111    
EMEA Finland.png Finland 1111111111   LINK
EMEA France.png France 1111111111 Overall status update. LINK
EMEA Germany.png Germany 1111111111   LINK
EMEA Gibraltar.png Gibraltar 1111111111   LINK
EMEA Greece.png Greece 1111111111    
EMEA Hungary.png Hungary 1111111111   LINK
EMEA Iceland.png Iceland 1111111111   LINK
EMEA Ireland.png Ireland 1111111111   LINK
EMEA Israel.png Israel 1111111111   LINK
EMEA Italy.png Italy 1111111111   LINK
EMEA Kazakhstan.png Kazakhstan 1111111111    
EMEA Kuwait.png Kuwait 1111111111   LINK
EMEA Lithuania.png Lithuania 1111111111   LINK
EMEA Luxembourg.png Luxembourg 1111111111   LINK
EMEA Malta.png Malta 1111111111 Overall status update. LINK
EMEA Netherlands.png Netherlands 1111111111   LINK
EMEA Norway.png Norway 1111111111   LINK
EMEA Oman.png Oman 1111111111    
EMEA Poland.png Poland 1111111111   LINK
EMEA Portugal.png Portugal 1111111111   LINK
EMEA Qatar.png Qatar 1111111111   LINK
EMEA Romania.png Romania 1111111111   LINK
EMEA Russian Federation.png Russia  1111111111    
EMEA Saudi Arabia.png Saudi Arabia 1111111111 Overall status update. LINK
EMEA Slovenia.png Slovenia 1111111111   LINK
EMEA South Africa.png South Africa 1111111111   LINK
EMEA Spain.png Spain 1111111111   LINK
EMEA Sweden.png Sweden 1111111111   LINK
EMEA Switzerland.png Switzerland 1111111111   LINK
EMEA Turkey.png Turkey 1111111111   LINK
EMEA Ukraine.png Ukraine 1111111111    
EMEA United Arab Emirates.png United Arab Emirates 1111111111   LINK
EMEA United Kingdom(Great Britain).png United Kingdom 1111111111   LINK
LATAM Argentina.png Argentina 1111111111 Overall status update. LINK
LATAM Brazil.png Brazil 1111111111   LINK
LATAM Bolivia.png Bolivia 1111111111   LINK
LATAM Chile.png Chile 1111111111   LINK
LATAM Colombia.png Colombia 1111111111   LINK
LATAM Ecuador24.png Ecuador 1111111111   LINK
LATAM Honduras.png Honduras 1111111111   LINK
LATAM Mexico.png Mexico 1111111111   LINK
LATAM Panama.png Panama 1111111111   LINK
LATAM Peru.png Peru 1111111111   LINK
LATAM Puerto Rico.png Puerto Rico 1111111111   LINK
LATAM Venezuela.png Venezuela 1111111111   LINK
NA Canada.png Canada 1111111111   LINK
NA United States of America(USA).png USA 1111111111 USA overall is operational, with any specific impacted states called out separately below.  
NA United States of America(USA).png Alabama 1111111111   LINK
NA United States of America(USA).png Alaska 1111111111   LINK
NA United States of America(USA).png Arizona 1111111111   LINK
NA United States of America(USA).png Arkansas 1111111111   LINK
NA United States of America(USA).png California 1111111111   LINK
NA United States of America(USA).png Colorado 1111111111   LINK
NA United States of America(USA).png Connecticut 1111111111   LINK
NA United States of America(USA).png Delaware 1111111111 Overall status update. LINK
NA United States of America(USA).png Florida 1111111111   LINK
NA United States of America(USA).png Georgia 1111111111   LINK
NA United States of America(USA).png Hawaii 1111111111   LINK
NA United States of America(USA).png Idaho 1111111111   LINK
NA United States of America(USA).png Illinois 1111111111   LINK
NA United States of America(USA).png Indiana 1111111111   LINK
NA United States of America(USA).png Iowa 1111111111   LINK
NA United States of America(USA).png Kansas 1111111111   LINK
NA United States of America(USA).png Kentucky 1111111111   LINK
NA United States of America(USA).png Louisiana 1111111111   LINK
NA United States of America(USA).png Maine 1111111111   LINK
NA United States of America(USA).png Maryland 1111111111   LINK
NA United States of America(USA).png Massachusetts 1111111111 Overall status update. LINK
NA United States of America(USA).png Michigan 1111111111   LINK
NA United States of America(USA).png Minnesota 1111111111   LINK
NA United States of America(USA).png Mississippi 1111111111   LINK
NA United States of America(USA).png Missouri 1111111111   LINK
NA United States of America(USA).png Montana 1111111111   LINK
NA United States of America(USA).png Nebraska 1111111111   LINK
NA United States of America(USA).png Nevada 1111111111   LINK
NA United States of America(USA).png New Hampshire 1111111111 Overall status update. LINK
NA United States of America(USA).png New Jersey 1111111111 Overall status update. LINK
NA United States of America(USA).png New Mexico 1111111111   LINK
NA United States of America(USA).png New York 1111111111 Overall status update. LINK
NA United States of America(USA).png North Carolina 1111111111   LINK
NA United States of America(USA).png North Dakota 1111111111   LINK
NA United States of America(USA).png Ohio 1111111111   LINK
NA United States of America(USA).png Oklahoma 1111111111   LINK
NA United States of America(USA).png Oregon 1111111111   LINK
NA United States of America(USA).png Pennsylvania 1111111111   LINK
NA United States of America(USA).png Rhode Island 1111111111 Overall status update. LINK
NA United States of America(USA).png South Carolina 1111111111   LINK
NA United States of America(USA).png South Dakota 1111111111   LINK
NA United States of America(USA).png Tennessee 1111111111   LINK
NA United States of America(USA).png Texas 1111111111   LINK
NA United States of America(USA).png Utah 1111111111   LINK
NA United States of America(USA).png Vermont 1111111111   LINK
NA United States of America(USA).png Virginia 1111111111 Overall status update. LINK
NA United States of America(USA).png Washington 1111111111   LINK
NA United States of America(USA).png West Virginia 1111111111   LINK
NA United States of America(USA).png Wisconsin 1111111111   LINK
NA United States of America(USA).png Wyoming 1111111111   LINK

You can also reach us 24x7 at: USA: 1 (866) 244-7121 || Global: +1-650-729-4088 || support@purestorage.com || https://support.purestorage.com/Pure1/Support

Frequently Asked Questions

What is your current position because of the virus. Have you invoked your business continuity plan? 

We have a comprehensive Business Continuity and emergency readiness plan. Our global incident response team is monitoring the situation and remains in constant contact with our global team, including sales and our global supply chain partners. 

In addition, we have successfully performed global Business Continuity tests in the last several weeks to revalidate that our policies, procedures, and systems are working. Our Technical Services organization has successfully tested working remotely with no loss of effectiveness. We are prepared to serve our customers at full capability, regardless of where the work is taking place.

What precautionary measures have taken place?

Pure has taken a comprehensive approach to deal with the current crisis. Pure employees are taking all possible measures to safeguard themselves, and by extension, our customers. As mentioned above, we have successfully performed global Business Continuity tests in the last several weeks to revalidate that our policies, procedures, and systems are working. In addition, an emergency notification system has been activated and in use. We have also positioned additional replacement parts in countries impacted heavily by COVID-19, in anticipation of delays with transportation and customs.

Will any of the above cause you issues in supporting SLAs?

At this time, 99% of our logistics and field service operations are fully operational. Some delays are anticipated in locations where local governments implement tighter quarantine rules and travel restrictions. We will update the table above as new information becomes available.

Will you be providing weekly updates?

Pure will update this KB article with updates if and when there is a change in status.

What about your partners providing FRU replacement – what’s the situation?

We have daily calls with field and logistics partners and there have been no disruptions reported. Our global depots have extra stock to counter transportation and custom delays. 

In addition, we have in place a multi-continent supply chain strategy to source components and assemble our products. We continue to work closely with our extended supply chain partners to diligently monitor the developing situation and will react accordingly to maintain operations and fulfill our commitments to you.

The Pure team has daily calls to ensure we are aware of any potential delays or disruptions that could impact our customers. Should global conditions worsen, we are confident we can quickly respond to changing market dynamics, minimizing impacts to our business and disruptions to you. Your account team will stay in close contact and update you on any changes that may occur. 

Please see the Pure Storage COVID-19 Coronavirus Outbreak Response

Please direct any additional inquiries to cov_response@purestorage.com