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March 27, 2020: An updated statement from Jason Magee on COVID-19

Dear Partners,

Being several weeks into the COVID-19 pandemic, I feel it’s important to continuously communicate to our partners during this time. I know you’re inundated with communications from all your vendors about COVID-19, but I’ll continue to send this email update at the end of each week. While you’ll be seeing less about ConnectWise business continuity with teams are up and running remotely, we’ll be delivering resources and updates covering topics that we think matter to you.

New Resources

Many of you may have seen our Remote Working website and various webinars on remote working and security. We’ve added more resources on a new Legal Education and Small Business resources page. This content covers legislative updates that may impact your business and curated small business resources to help inform you about the various options available to help SMBs through this situation.

Soon, we’ll also be hosting webcasts for owners and business leaders on pertinent businesses topics, such as leveraging SMB programs and others. We’ll bring in experts to answer your questions and present the current best practices in response to our rapidly evolving social, health, and economic environment.

Additionally, we want to encourage you to take advantage of our Partner Success team, who are here to help you utilize the ConnectWise platform to its fullest extent under these new and challenging circumstances. They are here to answer your questions about the platform, help set up your clients for remote work, review best practices, or even just talk about business processes. They are also available for system health checks - a process we offer partners to ensure the products you’re using are optimally working to support your needs. Again, I encourage you to tap our team for help and you can reach them at partnersuccess@connectwise.com.

Product Help

Our teams have been working tirelessly to bring products to market that we feel will best support you. You may have seen emails or spoken with our team members about these, but at a high level, we’re offering existing partners the ability to use a 90-day license of ConnectWise Control Remote Workforce. Additionally, through a partnership with SentinelOne, we’re providing partners 100 licenses to Continuum Fortify for Endpoint Security with full SOC support until the end of June.

If you’re interested, you can learn more about our offers via your account manager or through our web pages: ConnectWise Control Offer, Fortify for Endpoint Security offer.

We Want Your Feedback

We’re doing our best to anticipate your needs through this time, but to provide more useful content, offers, and resources, we’re asking all of our partners to share their thoughts on the impact this pandemic is having on your business and the sectors in which you operate. Please take 5 minutes to answer this survey (and thank you to those who already have) so we can better serve you.

ConnectWise Operations

All of our offices are nearly 100% remote as of today, for the safety of our colleagues and in line with state mandates to slow the spread of COVID-19. While we are fully operational remotely, we will continue to update our Security & Trust site with any changes, as well as the IT Nation Updates page with details on our events.

Finally, I want to thank you all for the patience, positive messages and support many of you have shown us through this time. We are all experiencing the stress and fear that this pandemic has caused. With drastically changed personal, family and social routines, economic upsets and full-time remote working situations, it’s a tough time for everyone. I am proud of how our team and community continues to come together to support each other and I know we’ll get through this, despite the uncertain times ahead.

As always, our commitment to you, our partners, is to provide the solutions and services you need now and going forward to succeed. I welcome your feedback, questions and concerns and rest assured, we are in this together.

Talk soon,

March 20, 2020: An updated statement from Jason Magee on COVID-19

Dear Partners,

As many of us are feeling the personal and economic effects of measures to slow the spread of COVID-19, I want to continue to provide updates to you about ConnectWise operations and share resources we’re developing to support your businesses during this time.

ConnectWise Operational Updates

Our offices in Cranberry, PA; Sydney, Australia; Pune and Mumbai, India are closed due to legislative measures and for the health and safety of our colleagues there. The teams are working remotely and are fully operational.

In line with state policies and federal recommendations, many of our offices, including our Headquarters in Tampa, have teams working from home to maintain adequate social distancing. Our remote working capabilities ensure that the teams continue to perform as normal.

Service Team Remote Work Tests

As you may have seen, our Service Delivery teams have been running remote working tests to ensure our NOC, SOC and Help Desk teams in India maintain service levels. As our India teams moves to 100% remote work, our tests have shown that all SLA parameters are in line with our normal operations and committed performance levels:

• Critical Alerts: >98%

• Critical Tickets Acknowledgement: >97%

• Ticket resolution rate: >90.2 %

• Chat Acknowledgement: >90%

• CSAT: >95%

Other Mumbai and Pune teams continue to work from home as per plan with no issues reported.

We’re pleased with these test results and are confident that our teams will be able to continue to deliver excellent service for our partners and end-clients.

Please note that the calls you may receive from our India support teams will be from an unknown number. We will never ask for personal information as our outbound calls are used to provide updates. Our team will cite ticket IDs with partners to verify their identity. Our NOC Inbound Contact number will remain the same, in case you wish to reach them.

Help Desk Volumes

Our Help Desk (HD) is experiencing double the normal daily volume of calls and chats as we support our partners through remote working transitions and issues. Given this high volume, partners will see significant hold times and response. To help mitigate, we are implementing some temporary process changes. Effective now, the HD will not close tickets after 72 hours of not hearing back from the user experiencing the problem. Here is the temporary process:

• A ticket is opened and we cannot close it due to various reasons

• We will attempt to call or email within 24 hours from the ticket open time

• 72 hours after the open date, another email reminder will be sent (This is when we would typically close a ticket)

• 7 business days after the ticket is opened, we will close the ticket and send out the final email

While we’re working hard to redirect all available resources to addressing your needs, we appreciate your understanding during this time and also encourage HD partners to tap each other for support using our online community, Collaborate.

BDR Seed and Recovery Drive Services

Regarding our BDR product seed drive and recovery drive services in all regions, we are adapting our operations as required by conditions at our operating centers and we are closely monitoring the situation with our shipping partners around the world. As of now, our shippers are maintaining delivery services except where limited by government restriction. Currently, we are able to maintain our service agreements (click here to see estimated time to ship) for North America and EMEA. However, we have been forced to temporarily stop processing seed and recovery drives in the Australia region. We will provide additional updates when we are able to resume services fully in Australia or if we see further disruptions in other regions.

Security and Remote Workforce Resources

Many of you already have the ability to set up your customers for remote work via Automate and Control, but we want to continue to provide resources to help you work through this uncertain time. In addition to the Trust site and IT Nation Update site – where you’ll still be able to find the latest on ConnectWise’s business continuity, operations and events – we have created a Secure Remote Workforce website. Here, you’ll find an array of content, on-demand webinars, and other resources to help you navigate the current landscape of mass remote workforces and keep your business and your client’s businesses secure.

Some specific resources I’d like to call out:

Remote Workforce Resources Webinar

Helping Clients Secure a remote Workforce

Please continue to look towards the Security & Trust site for operational updates and the IT Nation Update page for specific on our events that are either postponed, cancelled or moving to a virtual format. Also, stay tuned for communications on more resources and offers to further assist you through this time.

I want to personally wish you all health and safety during this time. I know the future is uncertain but know that we at ConnectWise are here to support you in any way we can. Our teams are working around the clock to make sure we’re ready and available to help you and your clients. We’re all in it together and together, we’ve got this.

In good health,

March 13, 2020: An updated statement from Jason Magee on COVID-19

Dear Partners,

Last week, we sent out information on our business continuity strategy in response to the global situation with COVID-19 (Coronavirus). As promised, I wanted to share an update on what ConnectWise is doing today to keep our community safe and operations moving, as well as specifics steps we‘re taking to continue to deliver the solutions your business relies on.

As a reminder, I encourage you to regularly check the Business Continuity page on our Trust Site, which will contain the latest operational updates and links to additional information on specific events and product statuses.

ConnectWise Continuity & Wellness Activities Update

Remote Work Testing

As part of our ongoing preparedness with respect to the COVID-19 spread, we are activating business continuity plans to periodically test various team’s remote work capabilities. This is done to ensure we maintain service levels and resolution times regardless of where our teams are physically located.

This past week, the Service Delivery Teams in Mumbai, Pune and the U.S. held drills to ensure a seamless work experience for our teams and operational continuity for our partners. The Tampa-based Support team and others will be conducting similar tests through the coming weeks.

Office Disruptions

Teams in some of our global offices, including Boston, MA; Bothell, WA; Sydney, Australia; and Bracknell and London in the UK have been given the option of working remotely given their urban locations and COVID-19 spread rates in those areas.

Our teams are well equipped to perform their job functions remotely through our proactive measures to provide remote workstations, soft phone capabilities, VPN access, internet bandwidth and access to required applications for colleagues

Events

As some of you may know, we are postponing our IT Nation Connect Europe event in May and have cancelled or moved other IT Nation Share and User Group events to virtual formats. The most up to date information on events can be found on our IT Nation Event Updates page.

Limiting Travel

We have decided to halt all our team’s international travel, in line with CDC recommendations and the recent travel policies from the U.S., Philippines, Italy and others. Additionally, we are limiting domestic travel to slow the spread of COVID-19 and decrease our colleagues’ potential exposure. Our teams are ready and able to conduct most meetings virtually and while we’ll miss our face time with partners, we feel this is the right choice to support the health of everyone.

The health and safety of our colleagues, their families and our communities are the highest priority and we continue to encourage everyone to follow the preventive measures recommended by the CDC to stay healthy and slow the spread of the virus, including:

• Clean your hands frequently

• Avoid touching your face

• Stay home if you’re feeling ill

Rest assured ConnectWise is well positioned and prepared to work through this pandemic. Although we feel our plan is good for our partners, our colleagues and community, we will certainly not be perfect as we move through this situation. We ask for your patience and we will continue to communicate often of any updates and other measures we’re taking as the situation progresses.

As always, stay safe and healthy,

March 6, 2020: A statement from Jason Magee on COVID-19

Dear Partners,

As we are all carefully watching the COVID-19 (Coronavirus) situation, ConnectWise is actively taking steps to ensure the safety of our teams and the continuity of our operations. We’ve had disaster preparedness and business continuity plans in place for events such as natural disasters and pandemics for some time, and we designed our business to withstand these occurrences with minimal impact to you and your end clients.

As part of our ongoing efforts to keep you informed and aware of any changes to our operations, we have created a new page on our Security & Trust site dedicated to business continuity.

Here, you will find details on our strategy, pertinent updates as it relates to our operations and information about any impacted events through our IT Nation Community. We’ve also included resources on relevant topics like remote working and security during a crisis to help aid your own continuity plans.

In regard to our IT Nation events, we are assessing each location and event to determine safety and need to postpone, cancel or move to a virtual format. Updates on specific events can be found on our IT Nation updates page.

We want to assure you that while we do not anticipate significant disruptions to our operations as a result of the Coronavirus, our products are cloud hosted, our teams have the ability to work remotely and we have redundancies across our offices should any location be impacted.

Additionally, all ConnectWise offices are following CDC and World Health Organization recommendations on hygiene to prevent infection and travel, encouraging teams to limit non-essential travel. Below are links to the CDC resources.

COVID-19 Prevention

CDC Travel Recommendations

I understand that the rapidly evolving situation is causing uncertainty and I am encouraging all of our partners, employees and community to put their health and wellbeing first so that we can continue to operate effectively and help prevent the spread of disease.

Stay healthy,

February 5, 2020: ConnectWise Control's Cloud Password Reset / MFA Risk has been Mitigated

On February 4, 2020, Huntress Labs contacted our ConnectWise Control team with a potential risk involving password resets and multi-factor authentication (MFA). Within two hours, our team mitigated the issue.

This configuration was limited to the cloud.screenconnect.com logon, which is solely for admin accounts and would require the attacker to have access to the email of the partner’s admin user. In this specific case, the password reset process sends a password reset link via email to the ConnectWise Control admin user email address on record. After completing the password reset, the user was subsequently logged in. The concern was that an attacker with access to the user’s email could have potentially leveraged the password reset functionality to gain access without the MFA challenge.

Password resets now require re-authentication, including MFA, if configured, which mitigates this potential risk.

We have verified our mitigation and have asked Huntress Labs to verify as well.

For further questions or concerns, please contact Security@ConnectWise.com.

January 24, 2020: An Open Letter From Jason Magee Regarding The Bishop Fox Report Findings

Earlier this week, a story was published about potential security vulnerabilities with ConnectWise Control. In the spirit of transparency, I wanted to provide an update on this story and outline what has been done and what our ongoing efforts are to ensure the security of our products, your business and your customers.

In late September, ConnectWise received notification from an organization that operates as a consultant in the security space, stating they had identified eight potential vulnerabilities in ConnectWise Control. While our product and security teams felt that many of these potential vulnerabilities presented a low risk of actual attack to our partners, we take security extremely seriously and investigated, resolving six of the areas of concern by Oct 2, 2019.

While the threat landscape is ever changing, we seek to constantly and proactively manage security efforts not only through the updating of our products, but through the education of our team and collaboration with third-party security experts.

As security is of critical importance to us, here are some of things we have been doing and where we are today:

• ConnectWise recently passed an independent SOC 2 Type 2 audit for the benefit of all current and prospective Partners. We regularly conduct penetration tests performed by both internal and external resource and have implemented ethical hacker training, OWASP processes, and consistently run vulnerability assessments on our systems and products.

• We have implemented tools that automatically evaluate behavior to reduce misuse of our products, started implementing machine learning to detect anomalies in logins, and we are about to launch a bug bounty program, as well as started the rollout of MFA and SSO across the platform.

• In Q4 of 2019, we also invested in a comprehensive developer security training curriculum to increase the security skills of our teams and assure that our developers are training on the most recent and relevant application security coding practices.

• On January 21, 2020 we launched the ConnectWise Security Trust site, which will be a primary source of information on security incidents, relevant alerts and of course critical patches and product updates.

• We hired GuidePoint Security, LLC, an independent third-party cybersecurity solutions company, to further validate our patches and confirm that the vulnerabilities were mitigated. We have published a matrix outlining each potential vulnerability with the perspectives from Bishop Fox, Huntress Labs and GuidePoint Security, LLC, along with our stance on the issue and any action being taken.

• One of the remaining two suggested areas of remediation is Cross-site Scripting (XSS) which is the potential for abuse of the Control Administrator role’s ability to customize the application. This customization ability is a key feature of Control that many partners value. This issue is considered a low actual risk, but we will be removing the option from our trial offering.

• The final identified issue is related to Security Headers. The strongest defense involves layers of security. Security Headers represent one option for implementing certain layers. In the absence of Security Headers, ConnectWise does implement security layers addressing the types of threats reported in the consultant’s assessment.

As we continue to investigate potential vulnerabilities and implement mitigation plans, we will be posting updates to our Security Trust site. I encourage you to check this site for the latest information, as well as future updates from our work with GuidePoint Security, LLC.

In our conversations with Huntress Labs to compare our findings and their results, Kyle Hanslovan, CEO of Huntress Labs has this to share:

“Bugs happen. And it’s not about when bugs happen, but it’s about what you do when they happen. We were happy to work with CRN earlier this week to confirm that ConnectWise had already patched 6 of the 8 items found. I think three things matter in this scenario: Were the bugs acknowledged, were the bugs fixed and was the company passionate about fixing them for the right reasons? I think ConnectWise came through on all three things, and after our positive conversation on January 23, we’re excited about continuing to work with ConnectWise and other vendors for the benefit of the channel as a whole.”

I want to assure our community that we understand the trust you place in our products and people. We take that trust seriously. You have our unrelenting commitment to security and transparency, and we appreciate your questions and feedback to our continuous improvement.

January 23, 2020: Updated Statement Regarding The Bishop Fox Report Findings

ConnectWise takes cybersecurity seriously and we realize that rumored and confirmed security incidents create stress and concern for our partners. Our partners and vendors can use Security@ConnectWise.com to report suspected security incidents related to our products or to inquire about a potential security incident that is associated with a ConnectWise product.

As a reflection of our commitment to cybersecurity, ConnectWise recently passed an independent SOC 2 Type 2 audit for the benefit of all current and prospective Partners. ConnectWise regularly conducts penetration tests performed by both internal and external resources. We have implemented ethical hacker training, OWASP processes, and consistently run vulnerability assessments on our systems and products. In addition, we have implemented tools that automatically evaluate behavior to reduce misuse of our products, started implementing machine learning to detect anomalies in logins, are about to launch a bug bounty program, as well as started the rollout of MFA and SSO across the platform.

Immediately after CRN published articles on January 21, 2020, about the potential vulnerabilities in ConnectWise Control, we immediately reached out to Huntress Labs to discuss their analysis and recommendations. Our conversation with Huntress Labs was collaborative and constructive, and they were receptive of our context regarding the reported issues.

We have also hired GuidePoint Security, LLC, an independent third-party cybersecurity solutions company to assess the findings from Bishop Fox and Huntress Labs as well as run their own independent vulnerability assessment. We look forward to sharing more information with you as we have it.

We believe that mitigating cybersecurity threats starts with understanding them. Please review the following FAQ about the security of ConnectWise Control in relation to the findings from Bishop Fox and Huntress Labs.

January 22, 2020: Original Statement Regarding The Bishop Fox Report Findings

In late September, ConnectWise received notification from a company known as Bishop Fox, an organization that operates as a consultant in the security space, stating they had identified vulnerabilities in ConnectWise Control. We had several conversations with Bishop Fox and asked for further information to assist in replicating their findings and thus facilitate any necessary improvements to our product.

Bishop Fox could not provide additional information as the attack chain for the exploits they outlined were conceptual. In addition, both Bishop Fox and ConnectWise agreed that no active exploits had occurred from these potential vulnerabilities.

ConnectWise takes the security of our products and our partners very seriously. We appreciated the insights and based on their report, we did our own internal research and evaluation and addressed the points they raised in their review. With an overabundance of caution, we resolved 6 of the 8 items Bishop Fox listed in their report by October 2, 2019.

On January 21, 2020, ConnectWise again ran our own tests on 6 of the 8 items referenced in the Bishop Fox report and we can affirm that they are secure. Within the next two weeks we will resolve a seventh item that is much lower in risk. ConnectWise takes the stance that the final item identified by Bishop Fox does not pose a credible threat to users of the product.

ConnectWise looks at security as a dynamic threat and will continue to work to optimize security for our partners and community. We encourage partners and colleagues to contact us at security@connectwise.com with any questions or to report any issues.

FAQs

keyboard_arrow_down What sort of security do you have implemented to protect your customers and prevent these things from happening?

ConnectWise products are subject to multiple layers of security from design through testing and into operations. Products designs are aligned with security best-practices and undergo security testing prior to release and regularly in production. In addition, ConnectWise developers complete security training on an annual basis at a minimum.

Six of the eight issues outlined in the report from Bishop Fox have been remediated and they were remediated as of October 2, 2019. Partners should always update their applications to stay current with new security patches and features.

In addition, Control supports multi-factor authentication on all internal users, and offers the ability to restrict or whitelist IPs, and further restrict access using user roles and permissions. Cloud instances are automatically secured with an SSL certificate and enabled with an HTTP-to-HTTPS redirect. In addition, Control admins have the option to enable ‘prompt for consent,’ which requires an end user to consent to connection.

View ConnectWise Control Security Guide >>

keyboard_arrow_down What are you doing as a company to improve communication about security issues?

ConnectWise is continually improving security communications. Most notably, ConnectWise has achieved SOC-2 Type 2 certification.

For this specific instance, we have hired GuidePoint Security, LLC, an independent third-party cybersecurity solutions company to assess the findings from Bishop Fox and Huntress Labs, as well as run their own independent vulnerability assessment.

Further information regarding the security of ConnectWise products may also be obtained here:

Learn More About ConnectWise Product Security >>

keyboard_arrow_down Does ConnectWise take security seriously?

ConnectWise takes security very seriously. ConnectWise looks at security as a dynamic threat and will continue to work to optimize security for our partners and community. ConnectWise regularly conducts penetration tests that are performed by both internal and external ethical hackers and we run vulnerability assessments on our systems and products on a consistent basis.

We encourage partners and colleagues to contact us at security@connectwise.com with any questions or to report any issues.

Learn More About ConnectWise Product Security >>

keyboard_arrow_down Are you going back and fixing older versions of the product?

Control Cloud partners are automatically updated to the latest stable version of Control. We recommend that on-premises instances remain up to date on support and maintenance.

Six of the eight issues outlined in the report from Bishop Fox have been remediated and they were remediated as of October 2, 2019.

On-premises partners can learn more about upgrading here:
Upgrade an On-Premises Installation of ConnectWise Control >>

Cloud partners can learn more here:
Upgrade A Cloud Instance of ConnectWise Control >>

keyboard_arrow_down What is the status of addressing the items identified?

ConnectWise previously remediated most of the items suggested by Bishop Fox. Within the next two weeks we will resolve one item that is much lower in risk. ConnectWise takes the stance that the final item identified by Bishop Fox does not pose a credible threat to users of the product.

keyboard_arrow_down If it’s low risk, why did you fix it?

The ConnectWise Control team investigates all potential security threats, regardless of severity. Issues that are low in priority sometimes are also low in effort to remediate and, in those cases, we may quickly release a fix.

keyboard_arrow_down Does this theoretical vulnerability affect just cloud instances, on-premises installations, or both?

The Bishop Fox attack-chain references a theoretical cloud-based execution.

ConnectWise Platform Security

The ConnectWise platform is an integral part of your operations and is a gateway to your clients’ sensitive business-critical data. Increasing our security measures and reducing vulnerabilities across the platform is a top priority for our entire organization to gain your confidence as your trusted vendor.

The Security of the ConnectWise Platform

Your confidence in our ability to test and maintain a secure platform is essential to our partnership with you.

View our Product Security Updates >>

Industry and Regulation Compliance

ConnectWise is routinely and thoroughly audited by independent third-party organizations and government agencies to ensure our products and practices comply with global and regional regulations and standards.

We Are Proud to Be SOC 2 Type 2 Certified

As a reflection of our commitment to cybersecurity, ConnectWise recently passed an independent SOC 2 Type 2 audit for the benefit of all current and prospective Partners.

The intent of the SOC 2 audit is to assess and address the risks associated with using an outsourced service like ConnectWise, allowing you, our users, to have trust and confidence in us and manage the risk associated with our products. The reports provide assurance of the design and operating effectiveness of our control environment as they are the result of comprehensive, independent audits.

The ConnectWise SOC 2 Type 2 reports cover the Security, Availability, and Confidentiality principles of the AICPA Trust Services Criteria (TSC) for ConnectWise Manage®, ConnectWise Automate®, ConnectWise Sell®, and ConnectWise Control®.

Security: Information and systems are protected against unauthorized access, unauthorized disclosure of information, and damage to systems that could compromise the availability, integrity, confidentiality, and privacy of information or systems and affect the entity’s ability to meet its objectives.

Availability: Information and systems are available for operation and use to meet the entity’s objectives.

Confidentiality: Information designated as confidential is protected to meet the entity’s objectives.

To request a copy of our SOC2, send email to infosec@connectwise.com. Please indicate the relevant product(s) in your request.

In response to the current global impact of the Coronavirus, we want to share a summary of the ConnectWise BUSINESS CONTINUITY PLAN to show how we’re ensuring the health of our operations and our teams around the globe.

March 19, 2020 Update: Service Team Remote Work Testing Results

As mentioned in a previous update, part of the Business Continuity Plan involves testing our remote working capabilities with various teams across the company. This is done to ensure we can maintain service levels and resolution times no matter where our teams are located. At this moment roughly 80% of our team members are working from home.

We wanted to share the results of our SLA performance by the Service Delivery teams in Mumbai and Pune where approximately 80% of our colleagues are working from home:

Key Results

All the SLA parameters are in line with our normal operations and committed performance levels:

• Critical Alerts: >98%

• Critical Tickets Acknowledgement: >97%

• Ticket resolution rate: >90.2%

• Chat Acknowledgement: >90%

• CSAT: >95%

Issues Observed

• Internet slowness was observed for a few colleagues in Mumbai & Pune after connecting to VPN, which is now resolved

• Outbound Calls for a low volume of troubleshooting tickets are being done using personal phones, which may result in call landing from an unknown International number. We are working to setup a different, cloud-based telephony solution to overcome this and hope to be resolved by this weekend.

Other Mumbai and Pune teams continue to work from home as per plan with no issues reported.

We’re really pleased with these results and are confident that our teams will be able to continue to deliver excellent service for our partners and end-clients.

March 11, 2020 Update: Business Continuity Testing

As part of our ongoing preparedness with respect to the COVID-19 spread, we are activating business continuity plans to periodically test various team’s remote work capabilities. This is done to ensure we maintain service levels and resolution times regardless of where our teams are physically located.

This week, the Service Delivery Teams in Mumbai, Pune and the U.S. will hold drills on March 12 and 13 with certain teams working remotely during these days. We have ensured necessary arrangements with laptops, VPN connectivity, internet bandwidth, and access to required applications to ensure a seamless work experience for our teams and operational continuity for our partners.

While there is no change expected in partner experience from a service quality perspective, we want to make you aware that should our test group of remote team members need to make outbound voice calls, these will be done using personal phones. This will result in calls appearing to come from International numbers. We will take due precaution to minimize this through use of chat and SMS where feasible. All critical outbound notification support will continue as is it is with support from colleagues working from office premises.

In the unlikely event of a service interruption due to these tests, we will promptly and directly communicate any changes and mitigate the issues. We will share the results of these and our additional tests here on the Trust site.

Business Continuity Plan Summary

This summary provides a brief overview of how our organization coordinates the business recovery of its respective areas and/or departments in the event of a sudden business disruption.

Partner Information Backup and Recovery

System backups of data are regularly performed and are stored at a secure, offsite location. ConnectWise operates a multi-datacenter, multi-region fault tolerant cloud environment via the use of Amazon Web Services (AWS) and Microsoft Azure (for ConnectWise Sell).

• Azure and AWS meets or exceeds industry standards and are designed for maximum durability and availability of objects.

• ConnectWise utilizes Azure and AWS datacenters to achieve a geo-fault tolerant environment, reducing the risk of single-point-of-failure outages.

Response and Recovery Strategy for Emergency Incidents

Our company has adopted a preparedness strategy for possible emergencies that includes:

• Maintaining lists that identify the applications, equipment, facilities, personnel, supplies, and vital records necessary for full recovery from any service interruption.

• Documenting multiple internal processes for colleagues that detail how each individual is expected to respond to emergency events.

• Establishing a predetermined location for key management personnel to gather in order to maintain continuity of operations and the implementation of our Disaster Recovery Plan.

Alternative Communication Lines

ConnectWise maintains multiple alternative means of communication with our internal Colleagues and Partners, including public notifications of status updates, in the event that our standard communication channels become unavailable.

Geographically Diverse Office Spaces

Outside of the multiple buildings comprising our Tampa Headquarters, we maintain additional U.S. offices in Boston, MA; Cranberry, PA; Raleigh, NC; Houston, TX; Bothell, WA; and Harlan, IA. Internationally, we have offices in India, the Philippines, the UK, and Australia, all designed for the necessary redundancies. In the event of an emergency service interruption, impacted operational responsibilities are capable of being transferred to an alternate site.

Flexible Workforce

Many of ConnectWise’s Colleagues possess mobile workstations (laptop computers and voice over IP) and do not require a centralized workspace. In the event that a particular building’s network or physical environment becomes inaccessible, Colleagues can easily re-locate to a different work environment or work remotely via our secure Check Point Mobile VPN.

Additionally, we are closely following recommendations from the CDC and World Health Organization on travel and hygiene to prevent the spread of infection and are watching for any updates from those experts to augment our efforts as needed.

We encourage all our colleagues and partners to follow these recommendations and protocols, including:

• Avoid all nonessential travel to China, South Korea, Iran, Italy and Japan. (Source: CDC Coronavirus Disease Prevention)

• Employ everyday preventive actions to help prevent the spread of respiratory diseases. (Source: CDC Coronavirus Disease Information for Travel)

Information on IT Nation Events

In light of the uncertainty surrounding the coronavirus and travel, ConnectWise will be assessing all IT Nation events to determine if we will continue to hold events, move to a virtual format, or cancel. We will communicate directly with any event registrant as to the specifics, but the most up-to-date information can be found on our IT Nation Event Updates Page.

Information on Products & Operational Status

While our products are cloud hosted, we encourage you to visit the ConnectWise University Systems Status Page to check on the health and status of all ConnectWise products and operations. Additionally, we will post any operational status changes, like office location closures, on this page if needed.

Partner Support