Supporting customers and partners

Visit this page for the latest updates on how Entrust is supporting its customers and partners through the global COVID-19 pandemic.

FAQ

    General Mitigation Efforts

    Entrust has a robust business continuity program in place, anchored by a comprehensive global pandemic response plan. Our entire leadership team is focused on managing the COVID-19 crisis to minimize impacts on our clients, partners, and colleagues.

    Our Crisis Management Team monitors recommended best practices from experts like the World Health Organization (WHO) and the US Centers for Disease Control and Prevention (CDC). We are also monitoring how governments around the world are taking action to slow the spread of the virus.

    We are committed to minimizing disruption to our clients’ business by continuing to provide essential IT infrastructure support, on-site technical service and support, and manufactured hardware to the extent allowed under government guidance.

    Protecting Employees

    What precautions are you taking to protect and mitigate the spread of COVID-19 among your employees?

    With the exception of China, which has allowed workers to return to their offices, our employees who can work from home are now required to do so, with protocols in place to ensure employees are working securely. Most of our employees are able to work remotely.

    Health protocols for hygiene, including social distancing, are in place for facilities where employees cannot work from home, and we are monitoring and adhering to evolving guidance from world health organizations. Key leaders in our organization have designated back up leaders in the event they are unable to work for a period of time.

    Are any of your offices closed at this time?

    At this time, all employees who can work from home are doing so. Our offices in India, New Zealand and South Korea are currently closed per local government mandates. All other facilities remain open for essential services. In areas where there are orders to shelter in place, we have continued staffing on-site personnel where needed to perform critical cybersecurity, IT infrastructure, physical manufacturing, and distribution responsibilities. Due to the nature of our business, in the United States, Entrust Datacard is considered a provider of critical IT sector support, per the Department of Homeland Security’s CISA guidance. For more information, visit https://www.cisa.gov/identifying-critical-infrastructure-during-covid-19.

    What is your employee travel policy at this time?

    We have discontinued business travel and are limiting visitors to our locations. The Entrust Travel Committee, which is comprised of several of our executive team members including our CEO, reviews any requested exceptions to these policies.

    For employees who believe they may have been exposed to COVID-19, we have put measures in place to ensure that they self-quarantine for 14 days per government guidance. We have also instituted enhanced cleaning procedures for affected employees’ workstations and the surrounding areas.

    Business Continuity

    Does your organization have a contingency plan in place to respond to impacts from COVID-19?

    Yes, we have a robust business continuity program in place that includes a comprehensive global pandemic response plan. Under that plan, senior leadership assigns a phase level designation for the corporation as well as for travel and office restrictions. The plan guides each functional area through necessary actions to be taken to ensure business continuity and provide general and specific guidance for employees working remotely. We have identified interim leaders for each of our key executives should they be unable to work for a period of time.

    Where do you manufacture your products?

    Our hardware products, including payment card and ID printing systems are manufactured at our headquarters facility in Shakopee, Minnesota.

    Where are your suppliers located? Have you experienced supply chain disruption?

    Entrust has multiple supply chain hubs around the world with needed inventory to serve our customers globally. This redundancy in concert with our business continuity plans for our US-based manufacturing facility provides resiliency in our operations and our continued ability to serve customers. We do not currently anticipate supply or service issues and we will communicate promptly should this change. We are actively managing our supply chain operations and will take additional steps as needed to meet the needs of our customers. We are speaking with suppliers and distribution hubs daily to quickly identify any potential supply or operational issues.

    We do not currently anticipate supply or service issues and we will communicate promptly should this change. We are actively managing our supply chain operations and will take additional steps as needed to meet the needs of our customers. We are speaking with suppliers and distribution hubs daily to quickly identify any potential supply or operational issues.

    Support and Service

    How do you provide customer support?

    We provide support by phone and email for our global customers and partners. To contact support for your product and region, visit https://www.entrust.com/pages/contact-support.

    What steps have you taken to address potential impacts associated with third parties that support your operations?

    We have proactively provided physical suppliers with letters needed to assist them in applying for formal exemptions and designations as essential suppliers to ensure continuity during shelter-in-place orders, where applicable. There is no impact with respect to third-party providers who support our software operations, as their services can be provided remotely.

    Can Entrust continue to provide service during shelter-in-place orders?

    While shelter-in-place orders vary by state and region, we believe we qualify as providing essential services under these orders and can continue manufacturing, product delivery, and providing on-site support and service to our customers, in addition to remote service and support. Our on-site service technicians carry letters with them to this effect in those areas with shelter-in-place orders where customers remain open and continue to request on-site service and support.

    Do you have instructions for how to clean and disinfect our printers and systems?

    Yes. We have distributed guidelines for customers to clean and disinfect Entrust printers and systems to best protect machine users and operators. If you did not receive these guidelines, please contact your Entrust representative or email [email protected]

    Suppliers

    Are you experiencing delays or issues with any of your suppliers as a result of Coronavirus?

    Currently, we are not experiencing significant delays. We have multiple supply chain hubs around the world with needed inventory to serve our customers globally. This redundancy in concert with our business continuity plans for our US-based manufacturing facility provides resiliency in our operations and ability to serve customers.

    We are actively managing our supply chain operations and will take additional steps as needed to meet the needs of our customers. We are speaking with suppliers and distribution hubs daily to quickly identify any potential supply or operational issues and take mitigating actions. If delays or other impacts arise, we will communicate with affected customers and partners.

    What steps have you taken to address potential impacts associated with third parties that support your operations?

    We have proactively provided physical suppliers with letters needed to assist them in applying for formal exemptions and designations as essential suppliers to ensure continuity during shelter-in-place orders, where applicable. There is no impact with respect to third-party providers who support our software operations, as their services can be provided remotely.

    Are you experiencing delays or issues with any of your suppliers as a result of Coronavirus?

    Entrust has multiple supply chain hubs around the world with needed inventory to serve our customers globally. This redundancy in concert with our business continuity plans for our US-based manufacturing facility provides resiliency in our operations and our continued ability to serve customers.

    We do not currently anticipate supply or service issues and we will communicate promptly should this change. We are actively managing our supply chain operations and will take additional steps as needed to meet the needs of our customers. We are speaking with suppliers and distribution hubs daily to quickly identify any potential supply or operational issues.

    Ongoing Communications

    What are your procedures for communicating to customers potential business interruptions?

    We have sent out two email communications apprising our customers and business partners of our response measures to date and will continue to do so as warranted. For more information on COVID-19 related issues, customers can contact their Entrust representative or email [email protected].