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Our commitment to our customers and partners during COVID-19

Posted 4 years ago in Xero news by Steve Vamos
Posted by Steve Vamos

To our Xero community,

We wanted to take a moment to share with our customers, partners and communities how Xero is responding to the evolving Coronavirus (COVID-19) situation.

We’ve been closely monitoring this since news first broke and we’ve had a dedicated team working on this for some time. This team meets daily and our approach and decisions are based on advice and information from reliable sources such as the World Health Organization, Centers for Disease Control and Prevention and government agencies.

Our customers are at the heart of everything we do, so we are actively listening and responding to the shifting nature of this in each of the countries where we are based. We have no doubt the situation will continue to change. We wanted to share the plans we have in place to ensure we continue to provide you – our customers and partners – with a seamless experience and the support you need and expect from us.

We are here to support you

As a cloud-based business, we are fortunate to have a suite of tools that keep our business operating smoothly, no matter where our people are. In addition, cloud platforms have built-in features that offer flexibility and allow users to work from anywhere. This also means you will be able to access our customer support team through Xero Central – our one-stop shop to ask a question, get educated on thousands of Xero features and engage with our community. It is always online, and available 24 hours a day, 7 days a week.

And if you need additional customer support, we have eight customer service sites located in five countries around the world – allowing us to maintain 24×7 global coverage.

Supporting our people and communities

Since the outbreak of COVID-19, our priority has been to ensure we’re taking care of the health, safety and wellbeing of our employees and customer community.

We have stepped up measures in some of our global offices where the local advice has reflected a need to take greater precautionary measures. This includes supporting our people in those locations to work from home, reducing in-person meetings and restricting non-business critical travel.

We’re also supporting anyone who has concerns for their health and wellbeing, ensuring these people have the ability to work from home, with access to our employee assistance programs if they need a little extra support.

Your business continuity is important

Many of our customers are already thinking about business continuity planning. If you are looking at ways that your business can be equipped, we have put together bite-sized webinars – ‘Minimize business disruption with cloud technology from Xero’ to ensure your business is equipped with all the tools needed to empower your staff to work flexibly, as well as ‘10 tools to support your accounting practice’s business continuity planning’ that can be easily actioned. At times of uncertainty it’s timely to be reminded of cash flow, so our guide to cash flow advisory guide may help.

‘Always on’ Xero and our platform strength

Like all global companies, we have a robust business continuity plan to keep our platform online, and essential teams like our customer support, technology and product teams want to maintain a seamless ‘always on’ experience. We have undertaken considerable planning and testing to ensure we can continue to deliver the same level of service excellence to our customers.
With regards to our platform – it lives in the cloud and is supported by a globally based technical team with failovers, including a system of support coverage should we go offline, with built in resourcing. We’ve also been working with many of our external technical service providers, such as our cloud infrastructure vendors, to ensure they too, can continue to deliver to us.

Xero events

At Xero we host and attend a lot of events and we have a number of events planned in many countries. We will be watching developments of COVID-19 closely and will take into account government recommendations, always carefully considering the health and wellbeing of our Xeros and the Xero community, and commit to providing regular updates on the status of these events.

We’ve made the decision to cancel our upcoming UK Roadshows, due to take place between 19 May and 18 June. This decision is to protect the health and wellbeing of our Xero community. Instead, we are looking to create an online alternative to the physical Roadshow events. We’ll update our UK partners on that in due course.

If you have any concerns, please don’t hesitate to get in touch with us by commenting on this blog or reaching out to your key Xero contact or through Xero Central. We’ll continue to update you as our plans evolve. We urge you all to look after yourselves, your families, colleagues and friends in what we know, is an unsettling time.


Phil Bouchard
March 17, 2020 at 11.14 am

Thanks for the update Steve. Much appreciated. Please feel free to reach out to 3C International should the UK team need any help with live-streaming roadshow content. All the best. Phil

March 19, 2020 at 5.00 am

I have an events company, I’ve recommended loads of companies to Xero, any chance of a pause on subscriptions, our income has gone to zero but we need Xero to negotiate with our lenders and restructure our borrowing.

Beeny Atherton in reply to Richard Xero
March 25, 2020 at 4.04 pm

Hi Richard, thank you for reaching out to us. We completely understand that many small businesses are going through unprecedented and challenging times due to this global crisis. We are actively listening to and responding with ways we can help support you. Please reach out to our dedicated Customer Response Team who will respond promptly to your request – they can be contacted via this link -> https://central.xero.com/s/contact-support?subject=Customer-Response-Team. Thanks, ^BA

David in reply to Beeny Atherton
April 30, 2020 at 1.12 pm

The answer they will give is a flat NO, so save your time everyone.

March 20, 2020 at 6.53 pm

Very sad to say after years of supporting Xero, they talk a good game about supporting small business however in unusual times like these, when certain sectors of small business have had to stop trading literally overnight.

Xero is not there for small businesses, just profit.

While all other essential business subscriptions are supporting their loyal customers with free access for 1 – 3 months with full functionality, Xero is all about causing further stress to struggling business trying to batten the hatches with their “Too bad, so sad” mentality.

Alex Falcon Huerta FCCA
March 22, 2020 at 12.20 pm

Will Xero be offering any support to SMEs where they need to get their books online and get funding from HMRC. Lots of small businesses are still using spreadsheets and it will take them ages to get this sorted. They will fall behind. Will you be providing a support system for these cases ?

Beeny Atherton in reply to Alex Falcon Huerta FCCA Xero
March 25, 2020 at 4.10 pm

Hi Alex, thanks for your comment and for reaching out to us. Yes, we understand that many small businesses are going through unprecedented and challenging times at the moment. As an always on platform business, we remain committed to supporting small business and their advisors during COVID-19, and continue to provide services for our customers. We have recently activated a Business Continuity Hub (https://central.xero.com/s/business-continuity) providing support to help businesses manage and operate in this current environment. Support includes:
* Getting support for your business – access to advisors, government portals, help in understanding government small business relief and support for applications and education
* Education webinars and advice on: How to run your business remotely, How to look after yourself and your teams and links to community connection forums, Business Continuity Planning, and Keeping track of cash flow

We’ll continue to add useful resources and information to this page as they become available. Thanks, ^BA

Jacky Barker
March 23, 2020 at 6.58 pm

Will you be offering a fee freeze or reduction like Mailchmip and Zoho are for SME – we are the backbone of the local economy and Xero monthly fees do add up

Beeny Atherton in reply to Jacky Barker Xero
March 25, 2020 at 4.07 pm

Hi Jacky, thanks so much for your message. We’re committed to listening to and supporting you with a range of solutions during these uncertain times. Please contact our dedicated Customer Response Team via this link -> https://central.xero.com/s/contact-support?subject=Customer-Response-Team so they can get in touch with you personally. Thanks ^BA

cindy in reply to Beeny Atherton
April 11, 2020 at 6.25 pm

Sounds like a ‘No’

March 24, 2020 at 12.03 pm

Is Xero likely to offer subscription discounts?

Beeny Atherton in reply to Nina Xero
March 31, 2020 at 10.05 am

Hi Nina, we know that this is a challenging time for many of us as we navigate these uncharted waters. We’re committed to listening and supporting our customers and community during these uncertain times. Our Customer Response Team is reviewing individual circumstances on a case by case basis. If you would like to discuss your personal needs, please contact our team via this link -> https://central.xero.com/s/contact-support?subject=Customer-Response-Team. Thanks, ^BA

C Buell
March 25, 2020 at 10.16 am

Will you be following the lead of many business support systems in NZ and suspend subscriptions while our businesses are locked down? We can’t pay without revenue.

Beeny Atherton in reply to C Buell Xero
March 31, 2020 at 10.06 am

Hi, we appreciate that this is an increasingly challenging time for many small businesses, and we’re committed to listening and supporting you. Please contact our Customer Response Team via https://central.xero.com/s/contact-support?subject=Customer-Response-Team. They will then get in touch to discuss your situation with you. Thanks, ^BA

Tan Pheng Soon
March 25, 2020 at 7.16 pm

Actually, I noticed that there are discount and promo codes for new sign up but there are no discounts for the recurring subscription. Is there any thing Xero can do for the existing customers?

Beeny Atherton in reply to Tan Pheng Soon Xero
March 31, 2020 at 10.08 am

Thanks for your question. Given the current situation we have many small businesses getting started out on the cloud right now. This is for a short period of time but it’s to get them started so they have real time access to their cash flow like others already using Xero do. Our article above outlines our support for all customers during this challenging time. However, please don’t hesitate to contact our Customer Response Team via https://central.xero.com/s/contact-support?subject=Customer-Response-Team – who are here to support you on a one-to-one basis if you need. Thanks, ^BA

March 25, 2020 at 8.37 pm

Come on Xero hear our cries,! If you really are truly committed to supporting your customers, then give us relief like every other business has already to support SME. Deferred min 3 months subscriptions, as no price rises until JUNE is just not good enough in these tough times.
As its stands your more worried about your share price & keeping shareholders happy, but they are not the backbone of your business, are they?
Truly Disappointed

Beeny Atherton in reply to Shane Xero
March 31, 2020 at 10.09 am

Hi Shane, we certainly are hearing your cries and are committed to supporting all our customers during these tough times. We have set up a dedicated Customer Response Team, who are talking with customers on a case by case basis. Please reach out to them via this link -> https://central.xero.com/s/contact-support?subject=Customer-Response-Team to discuss your personal needs. Thanks, ^BA

March 29, 2020 at 10.21 pm

Any info you can point me to for Xero Payroll COVID-19 related information?
Our employees average different hours per week, reports don’t show totals.

Any help/ info?

Beeny Atherton in reply to SamC Xero
April 1, 2020 at 3.53 pm

Hi Sam, thanks for your comment. You can find general Xero Payroll COVID-19 related information on this page: https://central.xero.com/s/article/Account-for-COVID-19-government-support-in-Xero?userregion=true

Unfortunately, there really isn’t a report that shows the total number of hours for a period of time, it’s more on a pay cycle by pay cycle basis.

However, you could run the gross earnings report filtering it by employee and date range then dividing by the hourly rate before multiplying by 80. You can find the Gross Earning report in Accounting > Reports > under Payroll select Gross Earnings. If you need any further help, please don’t hesitate to reach out to our Support Team (http://support.xero.com) who’ll be more than happy to give you a hand. Cheers, ^BA

Heath Ramsey
March 30, 2020 at 6.16 pm

To answer everyone’s question, no they wont be helping with discounts or subscription freeze. I have reached out and they didn’t really want to come to the party. It’s funny how in tough times the companies that truly care about their customers really show this through their actions.

Instead of understanding the pain of so many business and helping with a discount (Xero we also understand you have costs so you can’t offer it for free) they are business as usual.

Your blog articles don’t help us, they are simply rewording articles that news organisations and governments put out. We’ve already seen the info.

Take some meaningful actions that can possibly help your customers because they may well not be around to be your customer in future.

Beeny Atherton in reply to Heath Ramsey Xero
April 1, 2020 at 1.13 pm

Hi Heath, was it our Customer Response Team that you reached out to via this link -> https://central.xero.com/s/contact-support?subject=Customer-Response-Team?

I’m sorry to hear that you don’t find our articles helpful but I would like to reassure you that we are listening and taking on board what our community is saying to help inform how best we can support them at this time. Thank you for getting in touch – I have passed your feedback on to our Customer Response Team. ^BA

Jordan Dack
April 4, 2020 at 7.36 am

To be absolutely clear, Xero is doing nothing to help their Small Business customers. This is not a case-by-case approach. How do I know? Because, as far as companies that have been effected by COVID go, mine is up there with the most impacted. We bring education and arts programs into schools and with the school shut downs, we have lost ALL revenue for the foreseeable future. We are facing bankruptcy overnight. I explained this to Xero, to which they responded:

“At this time, our support team is unable to provide subscription relief, but will continue to be available no matter where you’re working from, or whatever time of day.”

I know that Xero has no obligation to assist Small Businesses during this extremely challenging time but since Small Businesses make up the bulk of their clientele and since so many other companies in their space are offering support during this time, I do find it surprising that their stance is to do nothing at all.

I am currently on hold with Quickbooks Online to see if they are supporting their small business clients during this time. If they are, I will be switching over right away. If anyone knows of any other Accounting platforms that support their customers in the way that Xero does not, please let me and everyone else know so that we can make a choice to support a company that supports us.

I wish all of you luck, strength, and courage during this time.

Beeny Atherton in reply to Jordan Dack Xero
April 9, 2020 at 2.36 pm

Hi Jordan, I’m really sorry to hear of the impact that COVID-19 is having on your business. I’ve asked one of our team leaders to give you a call to see if there’s any way we can help you during this challenging time. ^BA

April 11, 2020 at 12.24 am

Xero is doing nothing to help their Small Business customers – 100% true. My account was locked making it impossible to get in to try and do our pay runs for being a few days late on a direct-debit by accident. They could not care less – the response is so clinical – no payment / no access to your accounting data.

I’ve been using xero for years but after the way they have handled this I agree time to go back and see what changes Quickbooks Online have made over the years!

Beeny Atherton in reply to Luke Xero
April 14, 2020 at 1.49 pm

Hi Luke, I’m sorry to hear that you were recently locked out of your account. Are you back up and running now? I know you’ve already been in touch with our Support team (http://support.xero.com), but they can help with next steps to get your access restored if it hasn’t been already. Cheers, Beeny

Mark Williams
April 14, 2020 at 6.52 pm

To all on the subject of freeze on subscriptions. Xero really don’t care. They block my business due to non payment. I am a small business that is doing it tough with this mess we are all in. I here all the time WE ARE ALL IN THIS TOGETHER….not Xero. WE NEED THE MONEY.
Cheers Mark

Graham Austin
April 15, 2020 at 12.24 pm

Xero is a joke, I received a phone call and they are offering no support to customers during this time other than switching your subscription. Dont be cheap! Just show your customers that you support them in the same way they support you every month by using your software!

Beeny Atherton in reply to Graham Austin Xero
April 16, 2020 at 2.15 pm

Hi Graham, we appreciate that this is a difficult time for everyone and we will take your feedback on board.

April 16, 2020 at 2.40 pm

Hahahah…. that’s a Joke right?!?!?!
As per others that have posted here and in the “Business continuity hub”, Xero is doing absolutely NOTHING additional to assist their customers. It basically business as usual.
Meanwhile thousands of small business are struggling to keep up with cashflow (I’ve dropped my support rate by 40% for my customers to help them out); I know this is a business decision. But Xero really shouldn’t push the “Supporting our customers during COVID-19” line on my dashboard and post this crap as if they’re doing something special for their customers; if you cover bullsh*t in glitter, it’s still bullsh*t.

April 17, 2020 at 2.35 pm

You have to be kidding – this is false advertising… a bunch of lies. If you think responding to requests for help with arrogant, patronising, condescending and unhelpful emails (and phone calls) is ‘supporting Xero customers’ then you are delusional and need a wake up call. I’ll certainly be doing my part in ensuring other small businesses hear about how Xero really treat their clients.

In the last four weeks I have been pleasantly surprised with the number of businesses who have provided me with support. These include Adode, Tave, Squarespace, Dropbox, Proselect, Foxtel, Payright, Zip Pay, and even Telstra. Xero is the only company I am a client of who have provided an appalling response in relation to financial hardship. Xero – when Telstra, the company with the worst ‘customer service’ imaginable are doing a better job than you then you have a very serious problem.

As soon as I am able to find an alternative accounting software platform you have lost my business.

Beeny Atherton in reply to Peter Xero
April 20, 2020 at 10.32 am

Hi Peter, we’re trying to do everything we can to help support our customers during this difficult time as well as make sure Xero continues to be available for small businesses to access their financial information today and in the future once we all come out the other side of this crisis.

Thanks for your comment – your feedback is very important to us while we continue to monitor the situation so I have shared it with the rest of my team.

Peter in reply to Beeny Atherton
April 20, 2020 at 3.01 pm

And there is the problem Beeny. You’re not trying at all – all of the rhetoric you’re spouting is nothing more than smoke and mirrors. Rather than misrepresenting yourself just own that you are doing nothing. As you can see from the feedback above and on social media your clients aren’t as stupid as you are treating them.

Mike Wheatley
April 21, 2020 at 8.28 pm

Can you provide a way of getting rid of the banner at the top of the screen “We’re supporting our customers …”. All it does is take up valuable screen space and when you’re working from home on a small laptop it doesn’t feel like support, just a waste of space.

Beeny Atherton in reply to Mike Wheatley Xero
April 22, 2020 at 9.49 am

Hi Mike, thanks so much for your feedback – I’ll pass it on to my team to take a look at.

Beeny Atherton in reply to Mike Wheatley Xero
April 29, 2020 at 9.48 pm

Hi Mike, we have now made a change so you can dismiss this banner if you no longer want to see it.

May 19, 2020 at 1.48 pm

Hi there,

Xero is not saving any of the changes or new projects I enter. I have been through all the Xero check tools and also cleared all my browser data/cookies but no difference. Can anyone please advise? Xero says all systems are running without problem.

Xero in reply to Angie
May 19, 2020 at 8.16 pm

Hi Angie, sorry to hear that you’re experiencing some trouble here. Can you please raise a case with our support team via this link -> http://support.xero.com providing as much info as possible so someone can take a closer look and give you a hand. Thanks!

October 3, 2020 at 2.50 am

Hello.This article was really interesting, particularly since
I was browsing for thoughts on this topic last Saturday.

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