Dear Valued Customer and Partner,

The impact of the COVID-19 virus is being felt worldwide. PCCW Global, with its corporate base in Hong Kong, has been managing enhanced business continuity through the virus impact for more than two months. Throughout that time, PCCW Global has maintained its ability to continue to meet all service needs, and to do so in-line with the highest standard of care that is expected from the ICT community during these unprecedented times.

The PCCW Global management team continues to manage in strict accordance with our extensive business continuity plans (BCP) which include daily assessment of resource planning and availability worldwide as may be impacted by many factors including ongoing staff health, frequently changing local regulations, and sustained increases in network demand. Our global risk management team works to assure the avoidance of any impact on our service levels, and we are confident that we will be able to continue to deliver high quality service without interruption to our existing service base.

PCCW Global is a worldwide service provider, and we are accustomed to leveraging our global footprint and geographic diversity to ensure that our service levels and supply chains are not adversely affected by global events. Admittedly, the COVID-19 virus outbreak is uncharted territory for governments, businesses, and for ICT infrastructure; and yet, we have continuously leveraged our fabric of people and technology to provide secure and stable business continuity at the core of all operations. We have multiple NOCs at separate physical locations, with shifts alternating between the sites to ensure no physical contact and thus minimise any risk of infection among teams in Africa, America, Asia & Europe. Each of these facilities is designed to take over in the event that one of the other NOCs has to be taken off-line due to the detection of a COVID-19 infection at a specific location. This diversity, and regularly updated resource mapping and planning, is designed to ensure continuous and uninterrupted service availability and delivery to our entire customer base.

We have had to take various actions in order to accommodate travel restrictions directed in some jurisdictions. And, in some cases we have self-imposed certain requirements so as to protect the health and wellbeing of partners and staff. However, our truly global diversity and distribution has allowed us to maintain service levels in an unimpeded fashion.

In addition, we are committed to digital working, and our colleagues have been well-established with the appropriate collaboration tools and security controls to work remotely from almost any location.

We are committed to business continuity at all times, but we will certainly prioritize the health and safety of our colleagues. If a conflict should occur between continuity and safety we will work very closely with our customers and partners to develop the most appropriate response.

Our access to equipment and service supply chains is diverse in nature, and to that end we are currently satisfied that the business continuity planning we have in place will ensure minimal adverse impact on our service levels. We will continue to monitor the current situation with regard to the COVID-19 virus, and we will do everything possible to meet your needs. We do urge you to be in close touch with our teams worldwide so that we may stay fully informed of your requirements and priorities and thus do everything within our power to continuously meet your service needs.

Should anything change which is beyond our ability to control, we will do our very best to give you maximum advance warning, and we will seek to engage with you to determine the best course of action to take.

At this time we are seeing increased demand from customers and partners to scale up connectivity, particularly to support private access to critical cloud-based business applications. We strongly believe that all ICT ecosystem parties can effectively leverage our Console Connect bandwidth on-demand platform that can provide rapid support for scalable bandwidth access across our network and directly into all major cloud providers on demand and on a pay-only-as-you-need-basis.

The colleagues at PCCW Global and Console Connect would like to thank you for your continued confidence in the team, and I personally wish to assure you of our on-going commitment to delivering service levels that will hopefully exceed your expectations.

Please contact us if there is anything we can do to support you.

With wishes for health and safety,

Marc Halbfinger
CEO
PCCW Global