COVID-19

Continuity in the face of COVID-19

Customers first, always

    Ensuring that customers can deliver care quickly and securely has always been our top priority. To say that doing so now is “more critical than ever” seems a disservice to the hard work of care providers around the world every day. But during the COVID-19 pandemic, helping our customers provide accurate, expedient, and secure care is at least as critical as ever and growing in urgency with each passing day.

    Healthcare delivery organizations (HDOs) have rapidly implemented telehealth strategies and remote care options in response to COVID-19. Our customers have begun developing new policies and protocols to incorporate virtual care into their long-term strategies. At the same time, they are re-thinking the inpatient experience to ensure the safety of patients, clinicians, and their entire staff.

    The COVID-19 pandemic has profoundly altered work environments and security priorities. Imprivata solutions have helped HDOs across the globe to mitigate risk and manage response with methods to:

    • Reduce the risk of spreading infectious disease with no-touch workflows
    • Enable a seamless experience for new and remote clinical workflows
    • Support low-touch, remote implementation and managed services
    • Improve security and maintain compliance by adapting digital identity strategies and solutions

    We are honored that hospitals and health systems around the world look to Imprivata as a strategic partner. Imprivata has formed a COVID Response Task Force — cross-functional group with customer focus at its core. We are working to supply all guidance necessary and ensure that our solutions help make care delivery as seamless as possible during this challenging time.

    As you activate your emergency preparedness plans, Imprivata is here to support you.

    Using Imprivata solutions to ensure safe, secure, and uninterrupted care delivery

    During this crisis, Imprivata is working with customers to construct use cases and solutions that help ensure safe and secure care delivery, both for patients and care providers. As we continue to learn from our customers, we will capture and share these stories.

    Using Imprivata solutions to ensure safe, secure, and uninterrupted care delivery

    During this crisis, Imprivata is working with customers to construct use cases and solutions that help ensure safe and secure care delivery, both for patients and care providers. As we continue to learn from our customers, we will capture and share these stories.

    Ensuring service delivery

    Business continuity

    Imprivata maintains a comprehensive business continuity and disaster recovery plan. We take pride in our ability to provide external customers and our internal workforce with critical services designed to be fault-tolerant and achieve high levels of uptime. We are prepared to respond to any event that limits Imprivata team members’ ability to travel or gather, as well as deal with the potential of reasonable percentages of staff being unavailable. Our workforce is highly mobile and ready to function in a geographically decentralized fashion during the course of an event. All team members have been provided tools to allow effective remote work, as well as the ability to meet and collaborate virtually. Imprivata does not host customer-facing applications within the Lexington location and all critical business services — all of which have related redundancies in place — are hosted externally.

    Key items:

    • All customer-facing applications are hosted outside of the Imprivata business location
    • All critical business services are hosted outside of the Imprivata business location
    • Customer facing functions, such as Support, are made available from multiple locations outside of Lexington
    • All Imprivata employees have a remote worker technology package

    Hardware supply chain

    We currently have no disruptions with our proximity, fingerprint reader, keyboard, and palm vein scanner suppliers and are working with each one to ensure ample supply of products for our customers. Many of our suppliers already have redundancy in their supply chain and manufacturing operations to help avoid geographically located disruptions. As the situation evolves, we will continue to work closely with our suppliers to ensure a continued supply of our products.

    Information continuity and backup

    Imprivata Cloud services are hosted in multiple cloud data centers in the eastern United States. Backups are stored in multiple data centers in a different geographic region for use in disaster recovery. All critical Imprivata Cloud services components are configured in a cluster for fault-tolerance, redundancy, and high availability. Customer data is backed up at least nightly with point-in-time snapshot backups in place for certain types of data. Backups are tested on a quarterly basis to verify recovery point/time objectives and to evaluate disaster recovery procedures. Infrastructure is constantly monitored for service availability and infrastructure health, with immediate issue/warning notifications to 24x7 on-call personnel. Production deployments are done in a rolling fashion by cluster and data center to ensure that run-time fault tolerance and disaster recovery operates as expected. We are in regular communication with our cloud and service partners and are confident in their ability to handle this situation.

    Disinfecting, cleaning, and caring for Imprivata hardware devices

    Keeping workstations and check-ins clean is just one step in keeping germs at bay, but it’s an important one. To help you take the guess work out of that step, we’ve put together care and cleaning guides on key pieces of Imprivata hardware: