Given the evolving situation with the COVID-19 global pandemic, we at Reliable Penguin wanted to share with you measures that we are taking. We recognize that it’s vital to our clients that your websites and servers remain operational throughout this crisis and we're committed to ensuring that this is the case.

First we want to share our support for the many people working on the frontline to combat this virus … nurses, doctors, and other health care workers … and the many people throughout the country working to keep store shelves stocked and basic services running. Our thoughts and prayers go out to them, our staff and their families and the families and staff of our clients.

Measures We Have Taken
Reliable Penguin has always been a distributed organization with most of our staff working from home offices. Early last week we cancelled all travel, in-person meetings and use of shared work spaces. Additionally, we advised our team to begin aggressive social distancing and hygiene practices. As of the date of this post we have had no confirmed cases or known exposures within the organization.

We are in daily contact with our critical infrastructure partners such as RackSpace, Amazon Web Services, CloudFlare, etc. To date, all are reporting that the network infrastructure is secure and stable. We will continue to monitor the status of critical services and share updates as appropriate.

We are adjusting support priorities and payment procedures as described below.

Support Priorities
We are receiving an increased number of support requests as organizations move to “work from home” and other arrangements in response to the crisis. In order to maintain our level of service we will apply the following priority rules:

1. Operational issues on existing systems and services.
2. Deployment of business continuity solutions for existing clients.
3. New projects for existing clients.
4. Projects for new clients.

We will continue to strive to meet all service level agreements within this framework. We appreciate your cooperation and patience with these priorities.

Payments

Effectively immediately all payments should be made electronically by credit card, debit card, ACH, wire transfer or Paypal.

Details and payment forms can be found here:

https://payments.reliablepenguin.com/

If you are unable to make electronic payments, then checks by postal mail will be accepted but processing may be delayed up to fourteen (14) days due to disinfection requirements. Please send payments early enough to factor in this delay.

Please be aware that payments for services must be completed within the terms of your contract or service plan. Failure to make payments on schedule will result in late fees and service termination. If your payment will be delayed for any reason please contact our team to make arrangements.