FAQ – Dynatrace COVID-19 Response

We are providing new users with extended, Free Trial access to the Dynatrace® Software Intelligence Platform through June 19, 2020.

In addition, new users and existing customers will receive free access to the Dynatrace Real User Monitoring (RUM) for SaaS vendor experience, via the browser extension, through September 19, 2020.

The RUM for SaaS vendor experience enables our customers to understand their employees’ real-time experience with their SaaS software (e.g. Microsoft Office, Salesforce, Adobe).

The offer only applies to SaaS vendor RUM through our Chrome and Edge browser extensions, which inserts RUM directly on the client side.

Setup is very straightforward and can be completed in minutes. Please see the RUM for SaaS Vendor webpage, the SaaS Vendor RUM browser extension documentation, and the blog for further guidance.

Yes, special Terms of Use apply to participation in this offer.

We are extending the duration of the Free Trial of the Dynatrace Software Intelligence Platform through June 19, 2020.

The Free Trial extension is available for any free trial user who requests it by reaching out to healthy-workforce@dynatrace.com. This Free Trial extension is not available for current Dynatrace customers or individuals who are using it for personal benefit versus as representatives of a professional organization.

The user should sign up for the Free Trial and then reach out to healthy-workforce@dynatrace.com to request an extension.

Yes, the user needs to reach out to healthy-workforce@dynatrace.com. to request an extension.

The COVID-19 pandemic has not had any material impact on Dynatrace’s ability to deliver and support our offerings and our customers. We are leveraging remote collaboration technologies to continue investing in innovation and supporting our customers 24/7 around the globe. Our solutions are cloud-based. We do not require physical access to data centers or systems to operate our platform, and our cloud infrastructure has built-in redundancy for backup and fail-over purposes to ensure continuity in delivery and support of our offerings.

Our employees are distributed with skills replicated around the world. Our workforce is not vulnerable to disruption at any given location, and we do not have a physical supply chain that is at risk.

Our executive leadership team, representing each critical part of our business, is coordinating with local leadership in each of the regions we operate in to receive continuous updates about their respective situations. We are also closely following the updates and advice from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) as well as local government agencies and taking the appropriate actions to protect our workforce and ensure the continuity of our offerings and services.

On March 10, 2020, we instituted travel restrictions globally. As of March 13, 2020, all Dynatrace employees, except for critical support staff, have been instructed to work-from-home and not return to their offices until further notice. As such, and in accordance with local restrictions, our facilities are not open to visitors.

We have ensured and confirmed that all of our employees have the physical and technical resources that they need to be fully available and productive. We are operating "business as usual", covering the same working hours as previously.

Yes. Our BCP is available upon request. Please reach out to COVIDQuestions@dynatrace.com.

We are working with our partners/vendors/sub-contractors to ensure they have a robust business continuity plan and response plan to ensure that we can continue to operate in face of the challenges presented by COVID-19. Our platform vendors and SaaS providers have built-in redundancies for backup and fail-over purposes, and we do not expect any changes to our operating model.

No, the COVID-19 pandemic has not had any material impact on our ability to comply with legal requirements, or to continue to protect and ensure the privacy of our customers’ data as always.

No, as part of our standard operating procedures, our people are cross-trained and enabled to perform multiple critical roles. Also, our workforce is distributed across geographically diverse locations. As a result, we would have the resilience to be able to continue to deliver and support our solutions and our customers despite significant loss of resources at any given location.

On March 10, 2020, we instituted travel restrictions globally. On March 13, 2020 we mandated work-from-home for all employees and contractors except critical support staff, and we closed our offices. We have also instructed employees that all meetings with customers and third parties should be conducted virtually whenever possible. Additionally, we are adhering to the recommended guidelines and instructions to prevent and limit the exposure and spread of COVID-19 as provided by the CDC, WHO and local health authorities, such as social distancing.

We believe we can provide all necessary support and services remotely, and it has not been necessary to-date to have Dynatrace employees on-site to do so. If being on-site is critical to our customer’s success, and if permitted under local laws, regulations and public health authorities, we will consider this on a case-by-case basis.

General updates regarding the impacts and our response to the COVID-19 pandemic will be posted on our COVID Response page, where you can find our CEO's Message. As always, real-time information about the availability of Dynatrace services is available at: https://dynatrace.status.io.

Finally, per our existing SLA, if specific customers are ever impacted, we will reach out to them directly as soon as we are able, with information regarding the nature of the issue and our plans to remediate.

If you have any questions, please send via email to COVIDQuestions@dynatrace.com.