Skip to main content
Pure1 Support Portal

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: 1111Operational1111  11111Degraded11111  1Severely Degraded1 11Not Operational11

Logistics and Field Services Country-Specific Updates

Country Criteria: Level 3 as listed by the CDC || Greater than 1,000 COVID-19 cases || Reported delays by vendors

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

Region Country Status Additional Notes
APJ Australia.png Australia 1111111111  
APJ China.png China 1111111111  
APJ Hong Kong.png Hong Kong 1111111111  
APJ India.png India 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 must be provided by the end-user stating that they are an "essential business".
APJ Indonesia.png Indonesia 1111111111  
APJ japan.png Japan 1111111111  
APJ Malaysia.png Malaysia 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
APJ New Zealand.png New Zealand 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
APJ Philippines.png Philippines 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
APJ South Korea.png South Korea 1111111111  
APJ Thailand.png Thailand 1111111111  
EMEA Austria.png Austria 1111111111  
EMEA Belgium.png Belgium 1111111111  
EMEA Czech Republic.png Czech Republic 1111111111  
EMEA Denmark.png Denmark 1111111111  
EMEA Finland.png Finland 1111111111 New territory to be reported.
EMEA France.png France 1111111111  
EMEA Germany.png Germany 1111111111  
EMEA Ireland.png Ireland 1111111111  
EMEA Israel.png Israel 1111111111  
EMEA Italy.png Italy 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
EMEA Luxembourg.png Luxembourg 1111111111  
EMEA Malta.png Malta 1111111111  
EMEA Netherlands.png Netherlands 1111111111  
EMEA Norway.png Norway 1111111111  
EMEA Poland.png Poland 1111111111  
EMEA Portugal.png Portugal 1111111111  
EMEA Qatar.png Qatar TBD New territory to be reported.
EMEA Romania.png Romania TBD New territory to be reported.
EMEA Russian Federation.png Russia  1111111111 New territory to be reported.
EMEA Saudi Arabia.png Saudi Arabia 1111111111  
EMEA South Africa.png South Africa 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
EMEA Spain.png Spain 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
EMEA Switzerland.png Switzerland 1111111111  
EMEA Sweden.png Sweden 1111111111  
EMEA Turkey.png Turkey 1111111111  
EMEA United Kingdom(Great Britain).png United Kingdom 1111111111  
LATAM Argentina.png Argentina 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
LATAM Brazil.png Brazil 1111111111  
LATAM Chile.png Chile 1111111111  
LATAM Colombia.png Colombia 1111111111  
LATAM Ecuador24.png Ecuador 1111111111 New territory to be reported.
LATAM Peru.png Peru 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
LATAM Venezuela.png Venezuela 1111111111 A letter must be provided by the end-user stating that they are an "essential business".
NA Canada.png Canada 1111111111  
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 Alaska 1111111111 Specific cities have issued shelter-in-place mandates.
NA United States of America(USA).png California 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Colorado 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Connecticut 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Delaware 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png District of Columbia 1111111111  
NA United States of America(USA).png Georgia 1111111111 New territory to be reported. Specific cities have issued shelter-in-place mandates.
NA United States of America(USA).png Hawaii 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Idaho 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Illinois 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Indiana 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Kansas 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Louisiana 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Maine 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Maryland 1111111111  
NA United States of America(USA).png Massachusetts 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Michigan 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Minnesota 1111111111 New territory to be reported. Statewide shelter-in-place.
NA United States of America(USA).png Mississippi 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Missouri 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Montana 1111111111 New territory to be reported. Statewide shelter-in-place.
NA United States of America(USA).png Nevada 1111111111  
NA United States of America(USA).png New Jersey 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png New Mexico 1111111111 New territory to be reported. Statewide shelter-in-place.
NA United States of America(USA).png New York 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png North Carolina 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Ohio 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Oregon 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Pennsylvania 1111111111 Specific cities have issued shelter-in-place mandates.
NA United States of America(USA).png South Carolina 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Utah 1111111111 Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Tennessee 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Texas 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Vermont 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png Virginia 1111111111  
NA United States of America(USA).png Washington 1111111111 Statewide shelter-in-place.
NA United States of America(USA).png West Virginia 1111111111 New territory to be reported. Specific cities have issues shelter-in-place mandates.
NA United States of America(USA).png Wisconsin 1111111111 Statewide shelter-in-place.

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