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COVID-19 Information: Customer Business Continuity Response FAQ

As of April 2020

Business / Pandemic Planning & Preparedness

Q: Does Akamai have a business continuity plan (BCP)?
A: Yes. More importantly, in addition to structured policies and procedures, both Akamai’s business and our Intelligent Edge Platform are massively distributed, and our core services are performed by geographically dispersed teams to ensure we have the ability to operate globally in the event of a disruption. Our BCP includes a pandemic response plan which we’re actively assessing and enhancing in light of COVID-19.

Q: Does your business continuity plan address issues of mass employee absenteeism like what we are seeing now?
A: Akamai’s Intelligent Edge Platform and our global operations are designed to be supported by a global workforce with the ability to work remotely. This helps us ensure that our operations will continue in the event of significant absenteeism. This is further addressed in our global pandemic response plan. Please ask your Akamai sales and/or service representative for a copy.

Q: What reviews have you completed and/or changes have you made to Akamai’s BCP, in light of the COVID-19 situation globally?
A: Since mid-February, as cases of COVID-19 spread, Akamai has continued to adjust its plans with input from a cross-functional team composed of operational and technical leaders in various geographies.

Q: Has Akamai identified key staff required for continuation of business? Who are they? Who can I contact if I have questions about my service?
A: Yes. We have identified critical human-centered services that are necessary to run the platform and contingency plans are in place. Akamai command and control centers are globally distributed and each location can handle the load of the other locations in the event of increased absenteeism or office closure.

AkaTec customer support information can be found here.

Q: How is Akamai monitoring developments and making decisions related to COVID-19 impacts?
A: Akamai has been actively monitoring the COVID-19 situation around the globe for several weeks and communicating frequently with our employees. A Pandemic Preparedness team of senior leaders across the business meets daily to assess new information, make decisions, and manage our business continuity planning in response to new information as it becomes available. This team is informed by a cross-functional working group that is continuously monitoring and assessing the latest health and economic updates, government mandates and restrictions, and employee and business impacts.

Q: Are your senior management and operational management teams trained in business continuity and managing incidents?
A: Yes. Senior management is involved in Akamai's Technical Crisis and Incident Management program, which ensures that Akamai has the appropriate resources to address incidents of all kinds. We practice managing incidents every day. These involve, but are not limited to, the Information Security group which monitors information security and privacy of Akamai and its customers and our Global Real Estate and Workplace Productivity (“GREWP”) team. GREWP team members receive specific business continuity training with regards to workplace and facilities safety and security.

Q: To what functional area does the business continuity team report?
A: In response to the COVID-19 crisis, our CHRO is leading our corporate Disaster Response effort, supported by each of our business functional owners at the EVP level executing on continuity of operations within their functional areas, leveraging the BCP programs and Incident Response Teams, and reporting on same to our CEO.

Q: Do you have emergency notification procedures in place?
A: Yes, as part of our commitment to keeping employees safe and informed in the event of an emergency, Akamai has an emergency notification system that can be used to communicate urgent information and confirm their safety. During an event that could impact the safety of our team members or in the case of a serious operational issue with one of our facilities, trained employees within the Physical Security team can activate the system to send communications (SMS/Email/Voice Call) and request replies to confirm safety, as appropriate. We test the system a minimum of once yearly for all employees globally, and then when there are regional events, e.g. the bushfires in Australia and California and hurricanes in the southeast United States.

Q: Do you conduct business continuity exercises regularly?
A: The geographically distributed nature of Akamai's business and technology causes Akamai’s business continuity plan to be exercised frequently in response to natural disasters, acts of terrorism, and Internet infrastructure failures around the globe. In lieu of periodic testing, Akamai provides its continued performance in the face of these and similar disasters as evidence of the successful application of Akamai’s BCP and of Akamai's resilience to the types of threats for which these plans were crafted. In addition, Akamai does conduct regular tests of its critical people-based operations, such as our NOCC, SOCC, and BOCC.

Services / Products

Q: Who can I contact if I have questions about my service?
A: While there are certain places where onsite support is preferable, we do have plans in place that allow for remote operation of the Intelligent Edge Platform, including providing customer service support. The Akamai Network Operations Command Centers (NOCC) or Security Operations Control Centers (SOCC) - have contingency plans in place to allow remote operations, as well as globally redundant BOCC (Broadcast Operations Command Centers), NOCC, and SOCC located in other areas of the world.

AkaTec customer support information can be found here.

Q: What procedures does Akamai have in place to decontaminate its offices and server facilities (heating, ventilation, air-conditioning systems, electronic equipment, kitchen areas, etc.) in the event of a pandemic, such as COVID-19?
A: Akamai contracts with professional cleaning and maintenance service providers. These firms provide scheduled preventative and on-call services within Akamai space. In response to COVID-19 Akamai has increased daily cleaning frequency.

Q: Has Akamai faced any impacts (direct or indirect) to its supply chain and/or workforce that have impacted the delivery of products/services that we receive from you?
A: Yes. Although Akamai has undertaken server efficiency initiatives to reduce the quantity of servers needed to service the network, we have seen some server supply chain delays due to COVID-19 impacts. For the first quarter of 2020, there was fairly minimal impact. For the second quarter, we expect a 70-80 day delay between the preferred date of server receipt and actual receipt. We are in constant communication with our key suppliers and sub-suppliers to understand any potential or actual impacts, and are prepared to work across the business to make any adjustments that are necessary.

Q: What is Akamai’s plan to manage impacts (direct or indirect) to its supply chain? Does the company have second sources under consideration?
A: We have multiple suppliers for the majority of our critical equipment needs, including servers, switches, and routers. Additionally, the manner in which we deploy the Akamai Intelligent Edge Platform inherently leverages a vast number of bandwidth and colocation relationships.

However, given the size of Akamai’s needs, we can’t mitigate every possible supply chain impact simply by leveraging multiple suppliers. When we encounter any supply chain interruptions that cannot be mitigated, we work across the business to prioritize the work that gets done with a focus on minimizing or eliminating the overall impact to our customers.

Q: Do you rely on critical suppliers for the delivery of our services?
A: No, Akamai minimizes the use of third parties for the delivery of our services. Akamai’s Intelligent Edge Platform is globally distributed and automatically re-routes traffic in the event of failures at any location. This allows us to minimize the risk of single points of failure. Some of Akamai’s services leverage cloud vendors such as Amazon Web Services and Microsoft Azure, and Akamai has the appropriate systems and controls in place to minimize the risk of using these third parties.

Q: Do we need to know about or anticipate any significant delays to the receipt of Akamai products/services as a result of COVID-19?
A: We do not anticipate any significant delays in the delivery of Akamai services. Our Services and Support teams are equipped to work remotely for an extended period. There could be a minor increase in the mitigation time for some support cases due to challenges in collaboration across remote employees.

Q: Does your recovery plan involve interacting with any governmental agencies outside of the United States?
A: Generally, our recovery plans do not hinge on interactions nor approvals from governmental agencies, within or outside of the United States. However, during this specific COVID-19 outbreak, where there are ‘shelter-in-place’ or lockdown orders across multiple jurisdictions around the world, we have had to interact with the relevant agencies to ensure that critical staff in select locations are able to access their workplace. In most instances, these were fairly routine interactions, as there has been broad recognition that information and communications technology companies provide an essential service and need to be allowed to continue to operate.

Q: What is required for you to obtain disposition to allow required employee travel during “shelter in place” to continue to provide services? Is the process underway to obtain and/or do you have disposition to allow employee travel for continuance of core services?
A: During this specific COVID-19 outbreak, where there are ‘shelter-in-place’ or lockdown orders across multiple jurisdictions around the world, we have interacted with relevant agencies to ensure that critical staff in select locations are able to access their workplace. Accordingly, where necessary for us to do so, we have received dispensation from these orders as a provider of an essential service needing to be allowed to continue to operate.

Workforce Management

Q: What travel restrictions has Akamai put in place for its employees?

A: Akamai has restricted all company travel globally, only permitting that which is business-critical and approved by executive management. Akamai travel guidance will be equally or more restrictive than the advisory levels provided by the Centers for Disease Control and Prevention.

Q: Is Akamai requiring employees who have traveled to highly impacted areas to self-quarantine for 14 days?
A: Yes. We are asking all employees who have traveled to locations categorized as a CDC Warning Level 3 to self-quarantine for 14 days, starting with the last day of potential exposure to the coronavirus.

Q: Do Akamai employees have a means to report to the company if they have been diagnosed with COVID-19?
A: Yes. Akamai has set up a discreet self notification process for any employee who receives a confirmed or presumptive diagnosis. This process has been communicated to the global workforce via Akamai’s intranet. In a case where someone self reports a diagnosis, Akamai will take the necessary and appropriate internal steps to preserve confidentiality, mitigate further spread and comply with any public health obligation.

Q: Does Akamai have a work from home policy and/or remote work capabilities?
A: Yes. Currently, all global employees able to do so have the option to work remotely through May 15. And we are encouraging employees in high risk locations who can work remotely to do so. These efforts are to protect our employees as well as help mitigate community spread of the virus.

Q: I have additional questions beyond those in the customer statement and this FAQ. Who should I contact?
A: Your Akamai sales and/or service representative can help with further questions.