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COVID-19 UPDATES

OUR COMMITMENT TO COVID-19 RELIEF AND SUPPORT EFFORTS

In April 2020, TraceLink announced the commitment of $1 Million in charitable funding for COVID-19 relief efforts to eligible organizations around the world.  

The call for grants closed on May 15, but due to the overwhelming number of grant submissions, TraceLink will be awarding grants in several funding rounds, evaluating and prioritizing grant recipients based on their critical need for funding and support in the areas of food crises, virus treatment, equipment and technology relief, elder care and family assistance, and mental health.

Community and Food Bank Donations Related to COVID-19

Communities around the world are struggling to meet the needs of their members and residents during the COVID-19 pandemic. Many local food banks are facing increasing demand during this crisis, while the heroes on the frontline working around the clock also need food. Additionally, local children in need require emergency essentials such as diapers, hygiene items, and school supplies. To help serve the members of our community, we have committed to donations to the following Massachusetts and New York based organizations:

  • About Fresh
  • Bags of Fun
  • Billerica Community Pantry
  • Cheeriodicals
  • City Meals on Wheels
  • Cradles to Crayons
  • Food Bank for New York City
  • Foodlink
  • Frontline Foods
  • HopeWorks
  • Hunger For America
  • Jewish Family & Children's Service
  • Merrimack Valley YMCA
  • Newton Food Pantry
  • North Reading Food Pantry
  • People Helping People
  • Perinton Food Shelf
  • Pizza Vs. Pandemic
  • Project Bread
  • Robin Hood
  • South Wedge Food Program
  • Table of Plenty
  • The Base
  • The Greater Boston Food Bank
  • Westford Food Pantry

A MESSAGE TO OUR CUSTOMERS

TraceLink continues to monitor COVID-19 updates with the health and needs of our employees and customers being top of mind.

To limit the spread of COVID-19 and ensure that TraceLink’s most important assets—our people—continue to remain effective in their ability to serve our customers as an essential supply chain service, all 600+ employees across the globe will continue to work remotely at this time. 

We do not expect any disruption in the service that we deliver to our customers, every day. While our employees will be working from home, we are implementing the applicable portions of our business continuity plan to ensure that all employees and systems are running securely and seamlessly, with clear communication and access to all necessary tools and technologies. As a result, there is no anticipated impact on our customers’ ability to use our software or engage with our service and sales teams. While we realize that not only TraceLink, but most of the corporate world will not be able to meet face-to-face for some period of time, we are implementing digital communication tools to stay in touch and ensure that your business will not be affected in any way.

We appreciate your understanding in this difficult time, and we are committed to addressing any questions or concerns you may have as we continue to serve you. Please continue reading below to understand TraceLink's business continuity plan. 

TRACELINK BUSINESS CONTINUITY FAQs

Are TraceLink offices open?

TraceLink is running business as usual. Though we have instructed all 600+ employees in our six global offices (Massachusetts, New York, London, Singapore, Mumbai, Pune, Brazil) to work remotely, all departments are still serving customers, per usual. As a global cloud-based company, we have the benefit of activating an entire workforce to securely access all of our systems (including internal systems) from anywhere in the world, giving them the capabilities to easily and safely work from home.

Additionally, we have established communication protocols so all teams can easily communicate with each other. We use technology like Webex and Zoom to communicate with our customers.

You will be able to reach all your necessary contacts via the phone or email, and we have backup plans to ensure coverage and support in case your key contact is not available.

Will all TraceLink products/solutions be available for customers to access? Are any solutions considered non-essential?

All TraceLink products are currently accessed through the Life Sciences Cloud, which is a mission-critical application for every TraceLink customer. We ensure that the Life Sciences Cloud is fully operational at all times.

How prepared are you for a pandemic? 

In 2017, we began to invest a great amount of time and effort to develop a robust business continuity plan, bringing on a team of business continuity and cybersecurity experts.

In this situation, we are implementing the applicable portions of the business continuity plan. We have identified the areas of greatest risk in our business and have multiple back-up plans to ensure that we continue to serve our customers through these critical times.

What do I do if I can’t reach my contact at TraceLink? 

All operations for Support and all the teams that monitor the Production environment will continue to operate as normal. Our phone system allows us to route calls to any location in the world. Customers can open cases, per normal, via the Customer Success Portal (our recommended approach to open any ticket) or by email with the email address: case@tracelink.com.

Does TraceLink have any other COVID-19 resources available that address how to manage this pandemic in the pharma supply chain?

Yes- we understand that COVID-19 has created unprecedented challenges within the pharmaceutical supply chain and many of you have questions. We have the below resources to help guide you.

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