Continuity of Service Plan
To our valued customers,
Our hearts and thoughts go out to everyone around the world, in our teams and beyond, who are currently facing the coronavirus either directly or indirectly. In these challenging times, we are more than ever a global community and we must act as one.
As we are in an unprecedented situation to tackle the Covid-19 outbreak and crisis, we want to ensure that our worldwide client base can run our solution seamlessly in times where retailers and physical stores are essential to everyone.
Preserving the health and well-being of our teams, our partners and of course our customers is our top priority. Currently and for several weeks now, we are actively monitoring on a daily basis its evolution, and we are reacting accordingly on a global scale.
Internally and to avoid the spread of the virus, most of us are working from home while our field and logistics teams are following strict preventive measures to ensure continuity of service. We have also firmly restricted non-essential travels and postponed all major events or large gatherings in the near future.
We also have taken steps (detailed below) to ensure continuity of service and product delivery. At the same time, our secure working practices are enabling our staff to communicate and collaborate with you when needed.
To support you during this situation, our global teams are available and operating as usual to help you fight the pandemic and serve your customers in the most effective way.
SES-imagotag management is confident in its strategic action plan to satisfy its customers at best during this critical time of Force Majeure and exceptional circumstances.
SEVP & COO – Global Sales and Customer Operations
Continuity of service detailed plan
Cloud Services are not impacted by the current Covid-19 situation. We will continue to serve those of you who rely on us to manage their ESL solutions. Our distributed team is strengthening its efforts to provide you with an around-the-clock coverage you expect while guarantying our SLAs and the protection of your sensitive and personal data.
Even while operating remotely, we will continue to deliver the professional services you need. Most of our professional services engagements are already being delivered remotely through teleconferencing and remote access tools.
If these conditions were to change, we would then contact you directly to discuss options. In the meantime, if you have questions, please reach out your sales representative or your Customer Success Manager.
Getting Support and Staying Up to Date
As always, our customer support teams are here to help. We have a globally distributed support organization and have taken steps to strengthen our customer support capabilities. Support is, as usual, available by phone, email, or by logging into your customer support portal.
We have taken appropriate measures to make sure that SES-imagotag Client Services remains available during normal business hours to answer any of your questions, inform you on delivery status and support you throughout this situation.
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