Rapid response for business continuity

Since the beginning of the COVID-19 crisis, the Cloud Communication Division of NTT Ltd. has been committed to ensuring business continuity. All our employees are focused on ensuring the delivery of our services to the standard you expect and to satisfy your business requirements during these unprecedented times. This page is dedicated to providing key service updates as well as the enhancements we are making to our services. You can see our service status update here.

Update: June 2020

Further to our last update, our infrastructure and services continue to be stable. We are closely monitoring our capacity as the global health situation continues to evolve and future updates will be provided, as and when necessary. During this time, you can rely on us to provide the solutions to enable powerful collaboration, driving improved efficiency, productivity and engagement.

Thank you for your confidence in us. If you have additional questions regarding our response to COVID-19, please contact your Account Manager or reach out to our Customer Services team by submitting a form.

Previous Updates:

• Wednesday 6th May 2020

   

  We continue to carefully monitor our platforms and production capabilities during these challenging times to ensure that you, your employees and your customers and business partners can stay seamlessly connected.

  The usage of our services has now, for the most part, stabilized with the exception of some areas in APAC which continue to show some substantial spikes in utilization tied to some recent government announcements. However, we now have the capacity to absorb this increase and over the course of the past two weeks the stability of our services has allowed us to:

  • Continue to make any peak related capacity adjustments in markets such as Germany and United Kingdom; we had a surge in Japan which was addressed within 24 hours 10 days ago.
  • Improve our monitoring procedures to help us observe and react quickly to the continuing high volumes of traffic utilizing our services.
  • Upgrade our platforms, with additional capacity on audio bridges in Japan, Singapore and India.

  Our priority, now more than ever, is to keep our clients connected during these trying times. You can rely on us to provide the solutions to enable powerful collaboration, driving improved efficiency, productivity and engagement.

  Thank you for your continued trust in us. We ask that you check this site often and refresh the page by clicking the button on your browser to load the most recent content. If you have additional questions regarding our response to COVID-19, please contact your Account Manager or reach out to our Customer Services team by submitting a form.

• Wednesday 22nd April 2020

   

  Keeping your teams connected and productive during these challenging times continues to be our priority. Further to our last update we have undertaken a number of key actions across our platforms to ensure this business continuity. These actions have ensured that we have reached a level of stability so that we can update and refine our production without business interruption.

  These actions include:

  • Increasing our audio bridge capacity , specifically in Japan based on recent government announcements; we continue to closely monitor the UK and Germany where we are seeing peak times coming under pressure
  • Updating our assistance tool in APAC to allow our customer services team to manage more calls and ensure any queries or challenges you may have are answered with urgency
  • Security of our worldwide connectivity: We have expanded backbone capacity in multiple data centers, and in some areas, rapidly deployed additional hardware to meet extra demand. We continue to monitor the utilization of our backbone, transit links, and telco services to ensure we keep ahead of demand
  • Increased number of connections for our conferencing services: We immediately scaled our platforms to extend concurrent session capabilities which allows increased volumes of simultaneous calls
  • Finetuning our infrastructure for Digital Events tools to absorb capacity with minimal issues
  • Performing more than 20 routine updates to secure our platforms and protect service stability, which didn’t cause any services interruptions for our customers

  As the global situation caused by the spread of COVID-19 continues, so does the intense demand for communication and collaboration solutions; this has resulted in a significant increase in the use of our services. We are working tirelessly to maintain the highest availability and reliability of our solutions, however, if you do experience any issues we ask that you contact our Customer Services team.

  Thank you for your continued trust in us. We ask that you check this site often and refresh the page by clicking the button on your browser to load the most recent content. If you have additional questions regarding our response to COVID-19, please contact your Account Manager or reach out to our Customer Services team by submitting a form.

• Thursday 9th April 2020

   

  Our business continuity plan continues to be executed and enhanced as the situation caused by the spread of COVID-19 evolves. We are proactively managing capacity across our platforms, while enabling our own workforce to continue to operate effectively around the world – whether they are working from home or in the office.

  After employee and client welfare, service continuity is our number one priority at this time. We have taken key actions to ensure that all critical components of our infrastructure are being evaluated and where necessary addressed:

  • 24/7 customer service: We have augmented our 24/7 customer service and support processes to provide reliable service levels in which you can trust
  • Management of our telecom capacity: We have increased capacity with our telecom providers to ensure that we can meet the intense demand we are seeing
  • Security of our worldwide connectivity: We have expanded backbone capacity in multiple data centers, and in some areas, rapidly deployed additional hardware to meet extra demand. We continue to monitor the utilization of our backbone, transit links, and telco services to ensure we keep ahead of demand
  • Increased number of connections for our conferencing services: We immediately scaled our platforms to extend concurrent session capabilities which allows increased volumes of simultaneous calls
  • Enacted a change freeze across our network: Only emergency changes are permitted to secure production stability
  • Enhanced our fraud monitoring and processes: We adjusted our full detection and response methodology to adapt to the changing environment in which potential security threats are prevalent
  • Staff Reassignment: Redeployment of key staff members from around the business to meet the rapid increase in demand for managed digital events and large virtual conferences and to bolster customer service headcount to ensure continuity and support services
  • Hiring of additional experienced staff: We are hiring extra staff to extend our 24/7 customer service capabilities as well as maximize agent availability for Digital Events

  Thank you for your continued trust in us. We ask that you check this site often and refresh the page by clicking the button on your browser to load the most recent content. If you have additional questions regarding our response to COVID-19, please contact your Account Manager or reach out to our Customer Services team by submitting a form.

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