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Dear BridgerPay Customers, Partners and Providers

We are truly living in unique times. The Corona-virus pandemic is impacting everyone from our families, to our businesses, to our first responders who are bravely on the front lines. As the situation continues to affect our world, we wanted to reach out and update you on how we’re supporting our employees, our community and you—our customers and partners. Above all else, our thoughts are with those affected by the virus, particularly those who are sick. We wish them a speedy recovery, and we remain inspired by our healthcare workers and others who are caring for people around the world. Supporting Our Employees, Vendors, and Temporary Staff

It is imperative that we take care of our people—including employees, merchants, payment providers. We’ve taken action to reduce the need for people to come into our offices, based on local conditions. At the same time, we know that customers rely on Bridger’s products and services, and we are committed to keeping them running smoothly.

A limited number of staff continue to work in our offices, because certain jobs can only be done onsite—like those who need to access the most sensitive content for customer safety and security. To further support our temporary staff and vendors, last week we established a company policy for COVID-19, which will allow these workers globally to take paid sick leave if they have potential symptoms of COVID-19 or can’t come into work because they’re quarantined. We’ll continue to make sure our workforce is supported as this crisis evolves.

Ensuring Up-time for Customers and Partners

We understand the importance of keeping all of your systems up-and-running during this time. We maintain comprehensive business continuity arrangements that are regularly tested as part of our ongoing business continuity and disaster recovery program. We’re actively monitoring our services to ensure we meet our contractual commitments in our agreements.We also know that, for many customers, this time has meant even more disruption to their businesses, with extreme swings in customer payments demand and stress on certain channels. That’s why we’re working across payments providers to avoid disruptions.

A moment like this is a reminder about how we all need to band together to overcome challenges and complexities. Please find below a set of FAQs on our readiness to support customers during this period. Our teams are here for you, and we’ll continue to keep you updated and informed.

Frequently-Asked Questions:

Q: How is customer support being handled in regions where employees aren’t working from the office?

A: We’ve run several tests of our support capacity for offices in regions affected by the virus, and we maintain business continuity arrangements, including to provide ongoing service and support for our customers. In addition, our engineering teams are well-placed to perform their tasks when working remotely. We’re confident that our systems and procedures can continue to support our customers and partners during this time.

Q: Will there be delays in certain payments services or support resolutions?

A: At this stage, we do not expect delays. We’re confident that our systems and procedures can continue to support our customers and partners during this time.

Q: Should we expect any disruptions, downtime, or latency in regions affected by the virus?

A: No, at this stage, we do not expect any direct user-facing impact as a result of our response to the situation. We will keep customers informed through the usual channels should the situation change.

Bridger is an innovative leap forward in the online payments space. Harnessing the power and performance of AI to create the most advanced payment learning software in the world.


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