Our Commitment to You During COVID-19

March 13th 2020 19:18:53 PM

Given the current outbreak of COVID-19 and the impact the virus is having on our global communities, customers, employees and families, we would like to take a minute to share our Business Continuity plans with you.

UPDATED* April 15th, 2020

Due to an unprecedented spike in demand, we are unfortunately experiencing delays and slower response times from our Customer Care team. We’re still operational and our aim is to respond to as many issues as possible. We recommend referencing our ever-expanding knowledge base at http://knowledgebase.scanco.com for self-help assistance.

As a technology leader in Automation, we are honored to partner with Sage and our reseller channel along with thousands of customers nationally, providing a secure and trusted platform to power mission-critical digital experiences, along with the expertise of our technical support organization. Despite the uncertainty of COVID-19, we expect to continue to deliver the same level of service excellence to our customers and have the following measures in place to ensure your success:

Availability of our On-site Teams

For on-site customer and/or partner visits, we will review them on a case-by-case basis and determine what makes the most sense for the health of our employees, partners and customers.

 Availability of our Staffed Support Teams

Scanco is a company with employees in some departments who work remotely as well as our home office in Sarasota, Florida. Upon joining Scanco, all of our employees are equipped to seamlessly connect with our colleagues and our customers in a secure and productive environment, while working remotely at any time. We feel confident in our continued ability to serve your business, regardless of our physical work locations.

UPDATED* April 15th, 2020

Due to an unprecedented spike in demand, we are unfortunately experiencing delays and slower response times from our Customer Care team. We’re still operational and our aim is to respond to as many issues as possible. We recommend referencing our ever-expanding knowledge base at http://knowledgebase.scanco.com for self-help assistance.

Availability of our Software and Mobile Apps

Our technical platform is fully automated. Failures at the software and hardware level have automation for recovery, and a robust team of operations engineers as well. For our external technical service providers, such as cloud infrastructure vendors, we partner with only the most sophisticated, enterprise-grade, global organizations, who themselves have also been ahead of the curve in best-practices during this outbreak.

We are very grateful for the role we play in the lives of our employees, partners, and customers. We wish you, your colleagues and family’s safety, wellness and positivity during these challenging times.

We will continue to communicate any changes or impact to everyday business activities as they come up. 

– Scanco Software