Excelity COVID-19 Updates

This is a repository for up-to-date information about the COVID-19 situation and the Excelity response. The below section provides key information for all Excelity’s Operational Sites, any identified impact to Business as Usual (BAU) procedures, and other pertinent status updates. This page is updated as the situation evolves.

For any questions, please contact your account managers or for Frequently Asked Questions (FAQ)



  1. Excelity has invoked our Business Continuity Plan (BCP) Shanghai, India, Singapore, Kuala Lumpur, Manila locations from the end of Q1 2020.
  2. Operations remain unaffected, all our staff are working from home and any office-based activities are only performed with rotating shifts.


Activity Change Expected? Details of Change
Submission of Payroll Input No Please continue to follow the agreed payroll timeliness / process in submitting your payroll input. It is particularly important to strictly adhere to cut-off timelines.
Payroll Processing No No changes expected.
Helpdesk & Query Management No For all product/support-related matters please continue to use your current support contact detail.
if you are unable to reach to your normal contact, request to use the escalation matrix shared in a normal BAU
Electronic Fund Transfers No No changes expected.
Sharing of Payroll Output No No changes expected.
Payslip hosting & hard copy Distribution (where in scope) Partial No challenges in terms of hosting the statement (Payslip / IT Sheet).
Payslip hard copy distribution for limited customer due to restriction of movement / lockdown. This will be normal once the restrictions are revoked by local authorities.
Statutory Lodgement (where in scope) No No changes / Challenges expected
Contacting Excelity No Refer to Helpdesk above. Currently no change to accessing Account Management, Service Delivery Managers or Operations Manager as required.


COVID-19 BCP Frequently Asked Questions

Below is a list of Frequently Asked Questions of Excelity’s Business Continuity Plan (BCP).

What are Excelity’s plans for the impact if the spread of the virus continues, especially if a regional or global pandemic occurs?

Excelity is monitoring the current situation closely; various measures have been put in place proactively, and we have invoked BCP across all our service centres and/or office locations, to ensure that our staff remains healthy and that we can continue to deliver on our commitments.

Do you have an effective and up to date Pandemic response plan within your Business Continuity Plans?

Yes. Please consult your account manager for further details.

How is the revenue or operation or workforce impacted by COVID-19? Is there a risk that business will cease all or partial operation?

We have put systems and security in place to minimise any impact on our business and operations. Payroll is a very resilient product and service. We also do not foresee any cessation or partial cessation of our operations, in any of our offices across our business, as we have already implemented systems to minimise the impact of COVID-19.

What Resilience planning steps have Excelity taken in response to the COVID-19 outbreak within the APAC region?

Excelity has a Business Continuity Plan in place for each service location and the capability to cater to different scenarios to ensure service continuity to our clients across Asia. Pandemics, such as an escalation in the current COVID-19 situation, are categorised under a ‘Pandemic Influenza Management Strategy, with corresponding action plans to address all business processes.

What plans have been made if staff absenteeism were to increase and travel bans were to be extended, what would be the impact to Excelity’s services?

BCP solutions have been activated to avoid service disruption. We have arranged for all our employees to work from home using secured communication rather than travel to the office. International travel restrictions are less likely to significantly impact the type of services delivered to Excelity customers and is assessed as low impact disruption by Excelity Risk Management Committee. Nonetheless, we have had restrictions in place for international travel since the end of Q1 2020.

What is your assessment about the extent your suppliers may be impacted by the situation?

Excelity’s most significant suppliers are operators in the IT hosting space that have multiple layers of Disaster Recovery and risk management in place. We are therefore reasonably confident that our ability to deliver will not be adversely impacted by any impact to such third parties either.

What are some of the measures that Excelity has implemented to mitigate the Cyber Security risks in this situation?

Some of the measures that Excelity has implemented to mitigate the Cyber Security risks include, but not limited to:

  • Excelity payroll operations staff are required to use a secured virtual environment while working outside Excelity office premises.
  • Implementation of two-factor authentication for Virtual Private Network (VPN), corporate email and collaborative solutions while accessed from outside Excelity network.
  • Hosted and end-user systems are updated with the most recent security patches.
  • End-user devices protected with :
    • Anti-malware software.
    • Endpoint detection and response
    • Web filtering.
    • Disablement of portable media storage capability.
    • Advanced threat protection.
    • Anti-phishing email protection etc.
  • Security Events and Log monitoring on Corporate IT systems.
  • Excelity staff provided with special teleworking security guidelines and trained about threats of socially engineered attempts to extract information or drive actions etc.
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