News Article

Frequently Asked Questions Related to COVID-19 and Pinnacle Solutions Support

COVID-19 is truly a global health issue affecting everyone and causing concern for you, our customers. As we all continue to navigate the uncertainty of this outbreak, Pinnacle Solutions is committed to supporting your business as a valued partner and will ensure continuity of service. We created this guide to address customers’ queries about our products, services and business continuity management program. For our full company message, please read our company announcement.

Will Pinnacle Solutions products and services be impacted by COVID-19?

We do not anticipate any limits or restrictions regarding the availability of Pinnacle Solutions products or services – including SAS, AWS, and custom solutions – as a result of COVID-19. While our office has implemented a remote working policy, we are continuing to ensure excellent customer service.

If you have questions or support requests, please use our support form.

Will my cloud services be impacted?

No, our cloud hosting managed services and support are operated by teams of skilled personnel who can work remotely to provide agreed service-level coverage. If you have questions or support requests, please use our support form.

What are Pinnacle’s strategies for providing customer support?

In response to the current COVID-19 pandemic, Pinnacle Solutions is taking precautions to protect employees and minimize business interruptions. Pinnacle Solutions has Business Continuity Management (BCM) plans in place for crisis management as well as for resumption of key customer-facing services, such as technical support. Pinnacle’s business continuity plans provide for staff to maintain critical services and, where appropriate, for staff to work remotely, or to utilize geographically disperse staff. Plans also address comprehensive security measures and regular off-site rotation of data backups for Pinnacle’s hosted solutions. Pinnacle’s technical support is always ready to provide services and is not impacted by the virus outbreak. If you have questions or support requests, please use our support form.

Pinnacle Solutions incorporates a Communicable Disease Plan response in its BCM policies to prepare Pinnacle’s timely and efficient response in the event a communicable disease affects or poses a credible threat of transmission in one of our workplaces. Pinnacle’s Communicable Disease Plan provides pandemic guidance aligned to the latest guidance from World Health Organization (WHO) and Centers for Disease Control and Prevention (CDC), including points of contact for international agencies.

I have questions about my license relating to expiration or expanding usage while employees are required to work from home. Are you making any special accommodations for businesses coping with disruption related to the virus?

We will work with you to make accommodations that make it possible for you to continue using the software even if your staff is working from home or your business is disrupted in other ways due to the virus outbreak. We are here to help.

If you cannot reach your customer relations account manager, please reach out to our office headquarters if you have questions related to your licensing and usage.

Who at Pinnacle Solutions can help address any COVID-19 requests regarding specific data and analytic needs?

We recognize that today — more than ever — there is opportunity for Pinnacle Solutions to help its customers with critical business challenges. Please reach out to your customer relations account manager or our office headquarters for additional assistance. Our partner SAS is already helping customers use data and analytics in the fight against the virus:

  • Helping the public sector predict the spread of the virus.
  • Ensuring strong supply chains for medical, food and retail supplies.
  • Optimizing health care workforce and facilities.

SAS has also created this data visualization as a way to inform others on the impact of coronavirus. Additionally, the Pinnacle Solutions’ team of data scientists has built a mask detection predictive model using image analysis.

What is the operational status of the Pinnacle Solutions office?

The Pinnacle Solutions executive team has been meeting daily to discuss how we can safeguard our employees, continue to support our customers and partners, and meet Pinnacle’s business obligations during this very difficult period. Pinnacle Solutions has always had a flexible work environment that allows employees to work with their managers on arrangements that best suit their personal needs. With the latest US national emergency and Indiana state of emergency declared, Pinnacle Solutions has directed US employees to work remotely through April 7th, and the Indianapolis office is not allowing visitors during this time.

Though the office is under a mandatory remote working policy, we will maintain essential business processes and customer support to prevent disruptions to customer services.

Please contact your Pinnacle customer relations account manager with any further questions or reach out to the Pinnacle Solutions Customer Contact Center.

How can I get updates on COVID-19 from Pinnacle Solutions?

As we continue to closely follow developments related to COVID-19, including recommendations from the CDC, WHO and other government and health authorities, Pinnacle Solutions will share any new developments through this FAQ page. In the meantime, know that our thoughts are with all those around the world who have been affected by COVID-19.


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