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Storm-hit TR services 'almost completely restored'

Thomson Reuters said on Wednesday that customer outages caused by Hurricane Sandy have been relatively few, and services are now almost completely restored.

In a business continuity status message to clients after what it called “a few days of unprecedented events, including the closure of the New York Stock Exchange for two consecutive days due to a force of nature – for the first time since 1888”, it said Thomson Reuters teams have worked to minimize the impact of the storm to customers and many employees were on-site at data centres and in offices to ensure a vast majority of products and services continue to operate as usual.

“In addition, we’ve coordinated with federal and state authorities and with SIFMA (Securities Industry and Financial Markets Association) on market openings. We are also drawing on Reuters News coverage to ensure full preparedness to respond to any change in the situation.”

In the Financial & Risk division, which includes Reuters news agency: “Given the impact of the storm, the customer outages we’ve experienced have been relatively few, and our services are now almost completely restored. But that doesn’t minimize the importance of those disruptions to our customers, and we continue to work in difficult circumstances to resolve outstanding issues.”

Among comprehensive, tested business continuity plans in place

  • Data centres and operations teams in the United States are fully staffed, with essential employees in local accommodation. Remote monitoring is in place outside the East Coast
  • The data centres are supported by generators and relevant local utilities are on emergency preparedness and ready to respond
  • The Thomson Reuters Emergency Management Committee (EMC) in the Americas is meeting regularly, with mirror teams in Europe and Asia on standby to take the lead on emergency management activities in case of widespread power and connectivity outages in the United States.

Chief executive James Smith said later the company was in the process of contacting every employee in the storm zone to make sure everyone was safe and accounted for. 

“I’m delighted to say that so far there have been no reports of deaths or serious injuries among our employees, and I pray that the news continues to be positive,” he said in a message to staff.

“We are also in constant contact with customers who have been affected by the storm and I am deeply proud of the way our people are going above and beyond to help our customers recover. We have had some technical disruptions but reports so far indicate that the vast majority of our offerings have successfully weathered the storm and our people have provided exceptional support to our customers throughout the crisis.

“Our colleagues’ dedication and courage are truly impressive. Wherever I look in this company, I see heroes: whether it’s our technologists working around the clock in data centers, our sales and service people putting their customers’ needs first, or our editorial colleagues braving the elements and going without sleep to provide the world’s best coverage of this crisis. No one could be blessed with a finer group of colleagues.”

Smith told employees in the storm zone that anyone who has been displaced as a result of Hurricane Sandy and needs local shelter or clothing could use Thomson Reuters’ Employee Assistance emergency number: 800-310-9117.

“Representatives are standing by to help source local emergency services. In addition, counseling services are available for anyone affected by the storm who needs to speak with a caring and confidential counselor, and legal guidance is available as well for those who have suffered property damage and may need legal advice.” ■

Thomson Reuters