March 16th, 2020 - Tewksbury, MA, USA

Dear Customer,

With our services being part of your critical business processes with your trading partners, we would like to inform you of the precautions we have taken to ensure that we are providing the necessary service and support during the coronavirus (COVID-19) emergency. 

FLOW Partner Automation Platform
All communication and data processing is provided on the basis of the applicable Service Level Agreements. The platform is subject to ISO27001 certification (for Information Security Management), and the applicable requirements and regulations are evaluated periodically. The processing is automated as much as possible. Monitoring and proactively taking measures (when needed) is performed by the TIE Kinetix Support Team.

Working remotely is allowed within the framework of the ISO guidelines and TIE Kinetix. Physical contact between support employees and customers will not take place in the following weeks. To ensure the continuity of our support services the members of the Support Team will be working from home.

Sales, Onboarding, and Operations
All new orders and related requests are handled by Sales, Onboarding, and Operations employees. To ensure the continuity of our services, these employees will be working from home and will not meet with customers in person. TIE Kinetix employees are accustomed to working remotely, regardless of the new measures that have been put in place as a result of COVID-19. In addition, staff members have been instructed to seek out medical attention if they have been in contact with the virus or are showing symptoms.

If necessary, TIE Kinetix can redistribute work across our locations. We all operate with a single platform and are able to continue our business as usual while working remotely.

I trust the we have shared the necessary information to ensure that we are able to deliver our services as usual. In the case that anything changes, I will make sure to inform you as soon as possible.

Kind Regards,
David Fullen
Managing Director, North America