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Intercom’s response to the spread of COVID-19

In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support.

We wanted to share what steps we’ve been taking in recent days to protect these groups. We hope these measures will also contribute, if even in a small way, to slowing down the spread of the virus.

Since March 5th we have been encouraging staff in our 5 offices globally (San Francisco, Dublin, Chicago, London and Sydney) to work from home, and the vast majority have been doing so. We extended this to a mandatory work from home policy on March 13th and this will remain in place until at least the end of day on Friday, April 10th.

This mandatory work from home policy is a precautionary and proactive measure to reduce exposure to COVID-19 and to keep our employees and communities safe. We are ensuring all our staff have the necessary equipment and other supports needed to work from home.

On March 5th we also suspended all business travel and closed our offices to visitors including candidates, customers, work partners, family, and friends. Onsite interviews with candidates are being conducted over video conference and we will host remote onboarding experiences for our new joiners.

While our physical offices are closed, Intercom’s products and services are fully operational and supported. We have confidence that our business continuity systems will allow us to continue to be fully operational. We are committed to continuing to support our customers and partners during this difficult time.

Given how rapidly the COVID-19 situation is changing, we expect our responses and policies to continue to evolve. This is a summary of our response as of Monday, March 16th and we will update this post with meaningful changes as the situation develops.

Finally, our hearts go out to everyone that is directly or indirectly affected by COVID-19 – we wish our entire global community health and safety during this time.

Update (April 3rd): Our mandatory work-from-home policy across all Intercom offices will continue until at least Sunday, May 3rd.

Update (April 23rd): The mandatory work-from-home policy across all Intercom offices will now continue until at least Sunday, June 21st