March 19, 2020
Dear Valued Customer,
During the last few weeks, the global extent and implications of novel Coronavirus (COVID-19) has become clearer and more sobering. As Hach’s President, it is important to me that we acknowledge the uncertainty we are facing and communicate the adjustments we’re making to continue delivering the products, services and support you depend on. You have trusted us for nearly a century, and you can rely on us now. I want to share a couple of key points about our commitment to you during this time.
Hach has the benefit of a strong global and local infrastructure, which we can draw upon in times like these to establish alternative sourcing and manufacturing redundancies, ultimately reducing potential production and delivery delays. We also maintain robust business continuity and mitigation plans, allowing us to expect minimal disruption in product delivery to our customers.
Our service associates will continue to visit customer sites while adhering to all local, regional, and national travel restrictions. If Hach is unable to perform services on site, we are well prepared to support you with regional Technical Support teams and Central Service Centers. You can be confident we’re working to be sure there is as little disruption as possible to the high quality of service and support you expect from us.
Our mission to ensure water quality for people around the world is one we take seriously, and the current circumstances further focus that effort. Water quality is key to health and safety, and we will continue to do all we can to support you and your customers at this time.
Understanding that your business landscape may look a little different, we have also assembled a suite of digital tools that may be helpful, and we invite you to engage with us. Our learning tools are designed to help you and your teams develop and refine your craft. Our digital product solutions can help you remotely monitor and even operate your systems. Hach Support Online, our digital knowledgebase, features live chat and answers from Hach’s experts. As always, our expert customer service and account management teams are standing by to support you by phone and email.
If you would like additional details on our business or service continuity plans, please reference this document.
Our amazing teams across Hach are here for you, and on behalf of those teams, I can assure you we are committed, more than ever, to being your partner. As we go forward, we will keep you updated - and we value your questions and feedback.
In global partnership,
Vice President and General Manager Middle East and Africa