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Letter to Customers

Valued ACI customers:

As the global coronavirus (COVID-19) threat continues, ACI wants to assure you that we are taking necessary action to protect the payments that are critical to your business, while keeping our people safe and sustaining the health of the broader communities in which our team members, partners and customers work and live.

ACI’s Crisis Management Team, including key leaders from across the company, is driving our response in line with our Business Continuity Plan, which includes detailed guidelines for addressing pandemics and infectious outbreaks like the coronavirus. You can review some highlights of our response to date below.

In addition, we have created an ACI Coronavirus Response web page for customers where we will offer daily status updates to keep you continuously informed. The page also offers more detailed information about our response to date. We encourage you to bookmark this page and check it frequently.

Highlights of ACI’s coronavirus response

  • Crisis Management Team meetings occur daily
  • Our infrastructure is resilient and distributed, which minimizes risk of disruption related to the situation in any specific geography
  • External parties are restricted from accessing our sites, including data center and other critical sites
  • Travel bans are in place to limit employee exposure
  • Self-quarantine guidelines are in place for travel, self-illness or exposure to others who are ill
  • Employees have transitioned to hosting virtual meetings
  • Increased cleaning has begun at many of our global offices, including in mission-critical areas
  • We are following guidelines set by government authorities in the communities where we operate

We are confident in the ability of our systems, processes and people to continue to meet your needs as the coronavirus situation rapidly evolves. In addition, we want you to know we will do whatever is necessary to ensure the continuity of your business.

Again, please check the ACI Coronavirus Response web page for regular updates. You can also continue to reach out to your ACI account team members as needed.

In this time of uncertainty, we want to assure you that ACI values your business and is always ready to serve you.

Thank you,

Eve Aretakis                        Jeremy Wilmot
Group President                  Group President
Billers & Merchants             Banks & Intermediaries           
ACI On Demand                  ACI On Premise

Download PDF version >

 


 

Additional Details

Protecting the payments that are critical to your business

ACI’s strong Business Continuity Plan has prepared us to serve our customers throughout crises like the coronavirus. Our Crisis Management Team has already instituted the following protocols to ensure service levels:

  • Crisis Management Team meetings occur daily
  • External parties are restricted from accessing our data center and other critical sites
  • ACI has a deep team of mission-critical employees who have been briefed on procedures to ensure continuous operations     
  • Our HELP24 and Premium Customer Support teams are in place to continue to answer support tickets
  • Our infrastructure is resilient and distributed, which minimizes risk of disruption related to the situation in any specific geography
  • Our teams are actively engaging with and monitoring our critical suppliers
  • Services and implementation teams are ready to support all projects and service all customer needs remotely, if necessary
  • We are committed to maintaining open dialogue with our customers and to promptly notifying customers of any service interruptions
  • Enhanced measures are in place globally to keep our people safe (see below)


Keeping our people safe

Our employees are our most valuable asset, and they are key to our ability to deliver value to you. We are taking the following actions to keep our people safe during the coronavirus threat:

  • Travel bans are in place to limit employee exposure to the virus
  • Self-quarantine guidelines are in place for travel, self-illness or exposure to others who are ill
  • Employees at all of our global offices have been authorized to work from home
  • Mission-critical employees who must remain on site are distancing themselves from colleagues and following heightened sanitary guidelines
  • Participation in large business gatherings has been prohibited
  • Employees have transitioned to hosting virtual meetings
  • Bans on visitors to all of our global offices have been implemented
  • Increased cleaning has begun at many of our global offices, including in mission-critical areas

Update on ACI’s Call Centers >
Update on ACI HELP24 >


Sustaining the health of broader communities

Many of the actions detailed above, especially those designed to protect our people, will support the health of the communities in which our team members and our customers work and live. In addition, we are dedicated to:

  • Following guidelines set by government and local public health authorities in the communities where we operate
  • Ensuring all employees understand the importance of making choices that help protect the health of others during this crisis

 


 

Status Updates

ACI Coronavirus Daily Status Update for Customers
Sunday, April 5, 2020

  • Business as usual.
  • No interruption of service and no anticipated interruption of service.
  • All non-essential employees authorized to work from home.
  • Mission-critical employees remain on site.

For questions, contact your ACI account team member.