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

Operational Status

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

Logistics and Field Service

Currently, there are a limited number of areas impacted by COVID-19. While local government sanctions may not be in place, the impact on individuals in the workforce may affect service level agreements. If an area is not listed below, there is no current impact.

Legend:  1111Delays May Occur1111  1Essential Services Only1  11111Not Operational11111

Country	Status	Additional Notes
Australia	1111111111	No hand carry service in Australia, recommending to ship NBD out of 4HR FSL's but expect delays. Upgrade to NFO for urgent orders.
China	1111111111	SHA-008 will remain closed until further notice. NFO service and drives are not available from Beijing.
Mexico	1111111111	MEX-003 - NBD Delays. DHL Delay 2-3 days NBD shipments.
New Zealand	1111111111	AUK-004 - Expect 5 day delay on NBD orders. All carriers are operational but expect delays.
Philippines	1111111111	MNL-002 (Manila) - Delays for deliveries expected, as drivers need to go through checkpoints. NBD order will need to be upgraded to NFO due reduced carrier availability.
Vietnam	1111111111	SGN-002 - open, with limited staff.  Expect delays on all activities. All carriers are operational but expect delays.

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 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 direct any additional inquiries to cov_response@purestorage.com