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.
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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.