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

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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


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.png 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.png China 1111111111 SHA-008 will remain closed until further notice. NFO service and drives are not available from Beijing.
Malaysia.png Mexico 1111111111 MEX-003 - NBD Delays. DHL Delay 2-3 days NBD shipments.
New Zealand.png New Zealand 1111111111 AUK-004 - Expect 5 day delay on NBD orders. All carriers are operational but expect delays.
Philippines.png 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. 
Viet Nam.png Vietnam 1111111111 SGN-002 - open, with limited staff.  Expect delays on all activities. All carriers are operational but expect delays.
You can also reach us 24x7 at: USA: 1 (866) 244-7121 || Global: +1-650-729-4088 || ||

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