March 17, 2020
RTI Customer or Partner,
We live in challenging times. With the spread of COVID-19, many of our customers are concerned with potential business interruptions. I’m writing to assure you that RTI is stable and open for business. You may continue to contact RTI as usual by phone, email, or through our support portal. We will be a reliable partner for you during this crisis.
Of course, personal and public health are our top priorities. RTI recommended working from home earlier and we now mandate it in compliance with government orders. Our major offices in California and Spain are under mandatory lockdown. All our employees are now working from home.
However, we expect minimal impact on our service to you. As a company, RTI has been distributed for years; over a third of our employees work from home. We already have equipment, processes, and extensive practice to support our distributed global workforce. All our internal servers and lab equipment are remotely accessible, so we can execute our usual processes with only minimal maintenance. We are able to develop, ship, and support our products as usual.
That does not mean business as usual. We have suspended all travel, and that means we will not be able to deliver on-site services or account management. We instead plan to work with you to do these virtually.
To be clear, RTI plans to:
- Support all our contracts, including SOWs and other services agreements. We obviously have to reschedule our visits and replan delivery processes with you.
- Stay in contact with our customers. Our account management teams will be proactively reaching out to discuss your needs and status.
- Notify you if there are any changes in our status.
As of this writing, RTI has no confirmed COVID-19 cases. If we have a confirmed case, we will notify customers that we believe may have had direct interaction in the previous two weeks, subject to privacy concerns. However, since most of the company has already been on travel restrictions for some time, we don’t expect this to arise.
If you have any concerns, please feel free to reach out to your account manager. You may also contact me at CovidQuestions@rti.com.
-- Stan Schneider, CEO, RTI