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COVID-19 Update and FAQs

Blog Post

March 25, 2020

Because of COVID-19, Consumers worldwide are stuck at home, and as you would expect, are turning to more online entertainment such as movies, news, and online video games. The change in everyday behavior caused by the virus outbreak is clearly changing people’s viewing habits and creating new patterns in daily usage worldwide.

 

We want you to know that we’re here to help–ready and able to support your increasing online traffic demands for every type of online content, especially the high-quality online video consumers are demanding. The Limelight network and services are available 24x7x365, and we’re fully capable of operating our network remotely. Our teams are also in close contact with our critical partners to ensure business continuity across regions.

 

We’ve built out significant additional capacity to support growing OTT demands–more than 70% increase in the last year alone and we’ve employed sophisticated quality of service (QoS) and congestion control techniques to mitigate negative effects under extraordinary conditions like these. The streaming protocols themselves use adaptive bitrate techniques, which dynamically adjust the stream quality depending on network conditions.

 

As a valued Limelight customer, we appreciate your loyalty and the trust you place in us to deliver your video and digital content. As the concerns around COVID-19 continue to grow, we want to reassure you that we’re taking the appropriate steps to ensure Limelight’s high-quality services are not interrupted.

COVID-19 FAQ

What is Limelight’s pandemic response plan?

Our pandemic response plan was activated in early March and will remain in place until this pandemic has run its course. We have a dedicated team of senior leaders from different focus areas across our company and across all regions of the world. The team’s mandate is to monitor this pandemic in real time, frequently meet to determine the actions that we need to take in order to quickly respond to the changing circumstances resulting from COVID-19, and to swiftly and effectively take those necessary actions to protect our people, customers, and partners.

What actions has Limelight taken to-date regarding COVID-19?

We’re communicating regularly with our people, customers, and partners, and taking steps to minimize risk to our people inside and outside of our offices. Among other actions, we’ve eliminated non-essential business travel, arranged for our people across the globe to work from home who are able to do so, and enacted enhanced cleaning in our offices and social distancing. Further, extensive backup and shift coverage plans have been developed to cover each of our job functions in the event that an employee in a critical role should become ill. We are confident that we have the right technology and support to maintain operations throughout this pandemic.

Is Limelight able to fully support my traffic needs remotely?

Our network and services are available 24x7x365, and we’re fully capable of operating our network remotely if needed. Fortunately, day-to-day operations are not reliant on individuals being physically present in any specific locations. From a customer’s perspective, our service and support services are unchanged.

Due to possible illness, does COVID-19 impact our primary and secondary contact methods with Limelight?

Your workflow for contacting us remains the same via Control Portal, email, or phone. Limelight continues to staff all shifts of our 24x7x365 operation, and we have identified and planned for in-house trained resources to cover critical shifts should our primary shift-based engineers become ill.

Does Limelight anticipate any service disruption over the coming weeks as a result of the pandemic?

No, Limelight does not anticipate any service disruption as a result of the pandemic. No one can fully predict the outcome of any public health emergency of course, but we engage at all levels of management in a careful and appropriate level of proactive planning and readiness. We haven’t yet experienced any material impact to our operations.

Does Limelight have concerns regarding its vendor’s ability to deliver services or product over the coming weeks?

We’re in frequent communication with all of our business-critical partners. We constantly are reassured that, like us, our business-critical partners have activated their pandemic response plans to ensure service continuity to us.

What happens if a datacenter within our network is impacted and goes offline?

We operate a globally distributed network in more than 100 data centers. Our network is fully redundant and includes extensive diversity through data center and telecoms suppliers within and across regions. In the normal course of our business there are various failures, fiber cuts, weather events, and other issues for which we have developed sophisticated service assurance methods. The COVID-19 pandemic is not a technical issue and there is no reason to expect any additional risk to the technology infrastructure. Nevertheless, Limelight is able provide service continuity to our content providers during unexpected events including loss of a data center or telecoms links.

How is COVID-19 affecting customer support overall?

No change. Our support teams will continue to provide assistance 24x7x365 to customers worldwide.

Does Limelight have a work from home policy in place?

Yes. In order to mitigate any possible exposure, our work from home status has been extended through April 15th.

Who can I reach out to for further questions or concerns?

We’re here to help you take whatever steps you need to mitigate the traffic impacts of COVID-19 for you and your customers. If you expect significant changes to your traffic pattern or have questions or concerns, please reach out to your Limelight team.