Beacon COVID-19 Update

These are difficult and trying times. First, and foremost, we hope that you and your families stay safe as we maintain healthy practices in our business and personal lives. In the interest of protecting our employees’ health and in an effort to be socially responsible, Beacon has implemented a work from home policy for all employees as of March 13th, 2020.

However, I want to assure you that SpyGlass will remain up and running as always. Beacon has rigorous business continuity processes in place, which are thoroughly tested on a periodic basis. You should not expect to see any change in services, response, or performance from Beacon or SpyGlass.

Well before the COVID-19 pandemic, Beacon successfully implemented robust remote work policies for all our team members. All team members have full remote access to their own workstation, resources and all servers for which they are responsible.

Governor Holcomb issued a “Stay at Home” order for Indiana residents from March 25 through April 7th, which could be extended. However workers for essential businesses are excluded. Among others, essential businesses include healthcare workers, public health, and human services.

Although our Beacon team members can work remotely with no issues, we recognize the importance of supporting our customers who have the extremely important responsibility of getting healthcare providers paid. To that end, we consider our support services as an essential business activity, allowing us to go to the data center or office with no restrictions, as necessary.

Although our team members are working remotely; phone calls, emails, and tickets logged into the IssueTrack system are being answered and responded to as before. We do ask that if you call the SpyGlass tech support line and do not talk directly to a Beacon team member, please leave a message. We are checking voicemails often and will return your call as soon as possible.

Alternatively, you can always send an email to your Customer Success Manager, log a ticket directly into IssueTrack, or email the support line at support@webspyglass.com which will automatically create an IssueTrack ticket for you. Also, know that if you do call and leave a message on our business technical support line (extension 767 or “SOS”) and leave a message there, that message will be sent via email to the Beacon leadership team including technical team members.

If you have any questions or concerns about SpyGlass availability or support during these difficult times, please contact your Customer Success Manager.