Last Updated: March 18, 2020
Dear Customers and Partners,
Cogent is continuing to monitor the spread of the COVID-19 virus around the world. Cogent has a business continuity plan in place: since March 16, 2020, most of our employees are working from home and a general travel ban is in place, except for critical business activities.
While these measures are designed to safeguard the health of our employees, their families, and our business partners during this difficult period, we remain committed to keep Cogent’s network and services up and running at all times, including for those customers who will need capacity upgrades to cope with increased network usage, due to teleworking or lockdown. In addition, Cogent adheres to industry best practices and will, for the next 60 days, not terminate service or assess late fees on customers that fall behind on their bills during this period due to the COVID-19 pandemic.
We are prepared for a potential impact to our network operations: Cogent operates multiple Network Operations Centers (NOC) around the world, each of which is capable of monitoring and maintaining the Cogent network. Network operations and customer support personnel around the world have the ability to work remotely.
Field works by Cogent employees will be reduced to the strict minimum: wherever possible, we will prioritize shipping any required customer-premises equipment directly to our customers for self-installation, as well as shipping network equipment to our carrier-neutral data center partners, for installation and commissioning by their local staff. Reciprocally, Cogent’s NOC will work to minimize the number of customers accessing Cogent-operated Data Centers at any point in time.
Cogent is also working to minimize the impact, if any, caused by shortages or delays at our vendors.
While Cogent will strive to meet its installation timeframes, due to these uncertain and changing conditions, Cogent may experience delays in installations for current and new orders.
Cogent will follow the advice and guidance issued by the World Health Organization, the Center for Disease Control and Prevention and local health authorities in the countries and cities in which we operate. The health and safety of our employees and customers is our priority.