Cetrom Support Status

Official Statement – Monday June 10, 2019

At Cetrom, the heart of our mission is the security, reliability, and ease-of-use of your company’s data. This is the goal that motivates Cetrom employees and one that we strive for daily. Recently, these areas of our mission were unexpectedly attacked. And that attack has affected our family of customers.

On Friday, May 24, 2019, between 2 and 3 a.m. Eastern time, Cetrom’s network was attacked by a malicious virus that began encrypting files. The Cetrom team responded at approximately 3:15 a.m. Our engineers noticed the anomalies on the network and by 3:30 a.m. the order was given to shut down the entire network to stop the virus’s progression.

We continue to work with a third-party forensic security company and law enforcement to determine the exact origin and cause of this attack.

My team persevered and worked around the clock because they knew what was at stake: Your data. Because you are not just our customers — you are our partners. On behalf of the entire team at Cetrom, I want to personally thank all of you for your continued support during the last few weeks.

We have implemented new initiatives to help prevent similar attacks. In the last two weeks, we have deployed three security products on each of our servers. We are also implementing artificial intelligence (AI) technology as we continue to take the necessary steps to protect our clients.

Toward that end, Cetrom has discontinued our VPN and is initiating double SAN snapshots and backups. We have isolated and disconnected our backup system and it is no longer attached to the main system.

Our vigilance will not stop there. In the coming weeks and months, we will be sharing with you not just our knowledge but also all enhancements made to the Cetrom network. Security is at the heart of our mission and Cetrom will be working with all of our partners to implement the best IT security practices.

Cetrom is privileged and honored to have such great customers as partners and I cannot thank you enough for your support during this time. Our organization wants nothing more than to deliver a safe, secure experience and the actions we take are at the heart of that mission.

Sincerely,

Christopher Stark

Founder, President and CEO


Archived Statements

Official Statement – 5:00 p.m. Eastern time, Friday June 7, 2019

Cetrom’s clients and POCs have been notified on the status of their systems. At this time, our engineers are continuing to prioritize restoration and security for all systems as we begin to make progress towards more standard business operations.

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We kindly ask that only POCs reach out to support directly as support functions are limited. Staff should filter all issues and concerns through their POCs, who should call the support line at 866-555-4357 or support@cetrom.com. This allows us to follow proper procedures by tracking issues within our ticketing system.

The Cetrom team is working through the weekend, keeping system security and stability the main priority. We thank you for your patience and understanding during this time.

We will continue to keep you updated on this situation and will send a notice to clients at 12:00 p.m. Eastern time on Monday, June 10.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Friday June 7, 2019

At this time, clients and POCs have been notified on the status of their systems. We appreciate your continued patience and understanding.

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When we made the decision to shut down the network in order to stop the virus’s progression, Cetrom’s clients lost access to systems and email. Cetrom’s engineers focused entirely on restoring the network, diligently working to keep the security and stability of our systems a top priority.

At this time, our engineers have no reason to believe that any data has been exfiltrated. We do not currently have the official forensic details regarding the exact origin or cause of this malicious virus. We have been working with a third-party forensic security company and law enforcement to solve this issue, and the exact details cannot be effectively determined until the process is complete.

We have employed several initiatives in order to prevent a situation like this from happening in the future. All passwords have been changed upon all users’ first logins. Our back-up systems are now hosted on a completely separate network. Cetrom has also completed Windows updates on all server boxes, employing three additional technologies, and Artificial Intelligence (AI) technology as we take the necessary steps to protect our clients.

At this time, we kindly ask that only POCs reach out to support directly as support functions are limited. Staff should filter all issues and concerns through their POCs, who should call the support line at 866-555-4357 or support@cetrom.com. This allows us to follow proper procedures by tracking issues within our ticketing system.

We will continue to keep you updated on this situation and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Thursday June 6, 2019

As systems continue to stabilize, we would like to open Cetrom Support to POCs to report any major issues within the environment. Please direct all concerns to your POC, who will then pass them along to the Cetrom team. This allows us to follow proper procedures and track support issues within our ticketing system.

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Thank you for allowing our engineers to focus fully on restoring the network as we resolve this issue. Their main priority continues to be the restoration and security of our systems.

We are continuing to make progress and appreciate your patience and understanding. We will keep you updated on this situation and will send a notice to clients at 10:00 a.m. Eastern time, Friday, June 7.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Thursday June 6, 2019

As systems continue to stabilize, we would like to open Cetrom Support to POCs to report any major issues within the environment. Please direct all concerns to your POC, who will then pass them along to the Cetrom team. This allows us to follow proper procedures and track support issues within our ticketing system.

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Thank you for allowing our engineers to focus fully on restoring the network as we resolve this issue. Their main priority continues to be the restoration and security of our systems.

We are continuing to make progress and appreciate your patience and understanding. We will keep you updated on this situation and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Wednesday June 5, 2019

The Cetrom team greatly appreciates your continued patience and understanding as we work toward thoroughly resolving this issue. We continue to make steady progress to bring more client systems back online.

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We prioritize remaining transparent with our clients as they seek more information. Our POCs will continue to receive direct updates on the status of our systems and we will be reaching out as systems become available.

At this time, we do not have the official forensic details regarding the exact origin or cause of this malicious virus. We have been working with a third-party forensic security company and law enforcement to solve this issue, and the exact details cannot be effectively determined until the process is complete.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We will continue to keep you updated on this situation and will send a notice to clients at 10:00 a.m. Eastern time, Thursday, June 6.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Wednesday June 5, 2019

The Cetrom team greatly appreciates your continued patience and understanding as we work toward thoroughly resolving this issue. We continue to make steady progress to bring more client systems back online.

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We prioritize remaining transparent with our clients as they seek more information and understanding. Our POCs will continue to receive direct updates on the status of our systems and we will be reaching out as systems become available.

At this time, we do not have the official forensic details regarding the exact origin or cause of this malicious virus. We have been working with a third-party forensic security company and law enforcement to solve this issue, and the exact details cannot be effectively determined until the process is complete.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We will continue to keep you updated on this situation and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Tuesday June 4, 2019

Cetrom has been steadily making progress to bring more client systems back online. Thank you for your continued patience as we work toward completely resolving this issue.

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Throughout this process, our team has diligently worked to keep the security and stability of our systems a top priority.

We also prioritize remaining transparent with our clients as they seek more information and understanding. Our POCs will continue to receive direct updates on the status of our systems and we will be reaching out as systems become available.

At this time, we do not have the official forensic details regarding the exact origin or cause of this malicious virus. We have been working with a third-party forensic security company and law enforcement to solve this issue, and the exact details cannot be effectively determined until the process is complete.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We will continue to keep you updated on this situation and will send a notice to clients at 10:00 a.m. Eastern time, Wednesday, June 5.

Sincerely,

Cetrom Support

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Official Statement – 1:00 p.m. Eastern time, Tuesday June 4, 2019

Cetrom continues to work around the clock to bring client systems back online, keeping security and stability the main priority.

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At this time, we do not have the official forensic details regarding the exact origin or cause of this malicious virus. We have been working with a third-party forensic security company and law enforcement to solve this issue, and the exact details cannot be effectively determined until the process is complete.

We seek to be transparent with our clients. Our POCs are receiving direct updates on the status of our systems.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We appreciate your continued understanding and patience and will reach out to POCs as systems become available. We will continue to keep you updated and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Tuesday June 4, 2019

On Friday, May 24, 2019, Cetrom’s network was attacked by a malicious virus. Our overnight engineers noticed anomalies on the network and Cetrom’s CIO made the decision to shut down the network to stop the virus’s progression.

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The Cetrom team is working around the clock to resolve this issue, keeping safety and stability a priority as we bring systems back online.

As systems have become available, we have been contacting POCs to share information and will continue to do so as we bring systems back online. However, the work continues to restore clients. This is a time-consuming multi-step process as our engineers work to restore environments while ensuring a secure and stable environment.

Please access your email by visiting ess.barracudanetworks.com, while our engineers continue restoring various elements of the network.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We appreciate your continued understanding and patience and will reach out to POCs as systems become available. We will continue to keep you updated and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Monday June 3, 2019

On Friday, May 24, 2019, Cetrom’s network was attacked by a malicious virus. Our overnight engineers noticed anomalies on the network and Cetrom’s CIO made the decision to shut down the network to stop the virus’s progression.

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The Cetrom team worked around the clock to resolve this issue and has made progress working throughout the weekend and into this week.

As systems have become available, we have been contacting POCs to share information. The Cetrom team will continue to do so as we bring systems back online. However, the work continues to restore clients. This is a time-consuming multi-step process as our engineers work to restore environments while ensuring a secure and stable environment.

Please access your email by visiting ess.barracudanetworks.com, while our engineers continue restoring various elements of the network.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We appreciate your continued understanding and patience and will reach out to POCs as systems become available. We will continue to keep you updated and will send a notice to clients at 10:00 a.m. Eastern time, Tuesday, June 4.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Monday June 3, 2019

On Friday, May 24, 2019, Cetrom’s network was attacked by a malicious virus. Our overnight engineers noticed anomalies on the network and Cetrom’s CIO made the decision to shut down the network to stop the virus’s progression.

Show More

The Cetrom team worked around the clock to resolve this issue and has made progress working throughout the weekend.

As Cetrom begins to prepare to bring systems back online, there are several initiatives that we have deployed to ensure our systems are secure and stable. Our back-up systems are now hosted on a completely separate network. Cetrom has deployed three additional technologies and Artificial Intelligence (AI) technology to protect our clients.

As systems become available, we will be working directly with POCs to share information. One of the first things that will need to be done is that all users will need to change their passwords. We will be sending separate instructions directly to POCs on the new password requirements. Please access your email by visiting ess.barracudanetworks.com, while our engineers work to restore various elements of the network.

We request that you refrain from calling Cetrom Support to allow all engineers to focus on restoring the network. If you are encountering any issues within the environment, please notify your POC who will then reach out to Cetrom.

We appreciate your continued understanding and patience and will be reaching out to POCs as systems become available. We will continue to keep you updated and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Friday May 31, 2019

On Friday, May 24, we became aware that Cetrom was hit with a malicious virus. The Cetrom team proactively shut all systems down and has been working around the clock on this issue. We are currently working with a third-party forensic security company and law enforcement to ensure that all systems are safe and stable.

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As of 5:00 p.m. Eastern time, Friday, May 31, we do not have any indication or evidence that data has been exfiltrated. At this time, we estimate that client systems will be operational by end of day Monday, June 3. As systems become available, we will be contacting POCs directly.

For those affected by this outage, we are so sorry for the impact this has had on your business. We understand that this can be frustrating, and hope to provide you with regular updates on the situation. At this time, we respectfully request that you refrain from calling our support line to allow our engineers to continue working on this issue.

This virus appears to be similar to the virus that CCH, Citrix, Baltimore City, Miami, and the Philadelphia court systems were recently affected by. Our goal is to get systems back to clients as quickly as possible. To do this effectively, we must proceed with caution and be diligent in running manual scans on every server.

The Cetrom team is working through the weekend to resolve this issue. We appreciate your continued understanding and patience. We will continue to keep you updated and will send a notice to clients at 10:00 a.m. Eastern time, Monday, June 3.

Sincerely,

Cetrom Support

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Official Statement – 10:00 a.m. Eastern time, Friday May 31, 2019

On Friday, May 24, we became aware that Cetrom was hit with a malicious virus. The Cetrom team proactively shut all systems down and has been working around the clock on this issue. We are currently working with a third-party forensic security company and law enforcement to ensure that all systems are safe and stable.

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As of 10:00 a.m. Eastern time, Friday, May 31, we do not have any indication or evidence that data has been exfiltrated. At this time, we estimate that client systems will be operational by end of day Monday, June 3. As systems become available, we will be contacting POCs directly.

For those affected by this outage, we are so sorry for the impact this has had on your business. We understand that this can be frustrating, and hope to provide you with regular updates on the situation. At this time, we respectfully request that you refrain from calling our support line to allow our engineers to continue working on this issue.

This virus appears to be similar to the virus that CCH, Citrix, Baltimore City, Miami, and the Philadelphia court systems were recently affected by. Our goal is to get systems back to clients as quickly as possible. To do this effectively, we must proceed with caution and be diligent in running manual scans on every server.

We appreciate your continued understanding and patience as we work to resolve this issue. We will continue to keep you updated and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:00 p.m. Eastern time, Thursday May 30, 2019

On Friday, May 24, we became aware that Cetrom was hit with a malicious virus. The Cetrom team proactively shut all systems down and has been working around the clock on this issue. We are currently working with a third-party forensic security company and law enforcement to ensure that all systems are safe and stable.

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As of 5:00 p.m. Eastern time, Thursday, May 30, we do not have any indication or evidence that data has been exfiltrated. At this time, we estimate that client systems will be operational by end of day Monday, June 3. As systems become available, we will be contacting POCs directly.

For those affected by this outage, we are so sorry for the impact this has had on your business. We understand that this can be frustrating, and hope to provide you with regular updates on the situation. At this time, we respectfully request that you refrain from calling our support line to allow our engineers to continue working on this issue.

This virus appears to be similar to the virus that CCH, Citrix, Baltimore City, Miami, and the Philadelphia court systems were recently affected by. Our goal is to get systems back to clients as quickly as possible. To do this effectively, we must proceed with caution and be diligent in running manual scans on every server.

We appreciate your continued understanding and patience as we work to resolve this issue. We will continue to keep you updated and will send a notice to clients at 10:00 a.m. Eastern time on Friday, May 31.

Sincerely,

Cetrom Support

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Official Statement – 12:30 p.m. Eastern time, Thursday May 30, 2019

On Friday, May 24, we became aware that Cetrom was hit with a malicious virus. The Cetrom team proactively shut all systems down and has been working around the clock on this issue. We are currently working with a third-party forensic security company and law enforcement to ensure that all systems are safe and stable.

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As of 12:30 p.m. Eastern time, Thursday, May 30, we do not have any indication or evidence that data has been exfiltrated. At this time, we estimate that client systems will be operational by end of day Monday, June 3. As systems become available, we will be contacting POCs directly.

For those affected by this outage, we are so sorry for the impact this has had on your business. We understand that this can be frustrating, and hope to provide you with regular updates on the situation. At this time, we respectfully request that you refrain from calling our support line to allow our engineers to continue working on this issue.

This virus appears to be similar to the virus that CCH, Citrix, Baltimore City, Miami, and the Philadelphia court systems were recently affected by. Our goal is to get systems back to clients as quickly as possible. To do this effectively, we must proceed with caution and be diligent in running manual scans on every server.

We appreciate your continued understanding and patience as we work to resolve this issue. We will continue to keep you updated and will send a notice to clients at 5:00 p.m. Eastern time this evening.

Sincerely,

Cetrom Support

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Official Statement – 5:30 p.m. Eastern time, Wednesday, May 29, 2019

On Friday, May 24, we became aware that Cetrom was hit with a malicious virus. The Cetrom team proactively shut all systems down and has been working around the clock on this issue. We are currently working with a third-party forensic security company and law enforcement to ensure that all systems are safe and stable.

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As of 5:30 p.m. Eastern time, Wednesday, May 29, we do not have any indication or evidence that data has been exfiltrated.

For those affected by this outage, we are so sorry for the impact this has had on your business. We understand that this can be frustrating, and hope to provide you with regular updates on the situation. At this time, we respectfully request that you refrain from calling our support line to allow our engineers to continue working on this issue.

This virus appears to be similar to the virus that CCH, Citrix, Baltimore City, Miami, and the Philadelphia court systems were recently affected by. Our goal is to get systems back to clients as quickly as possible. To do this effectively, we must proceed with caution and be diligent in running manual scans on every server.

Although we are working on this as fast as we can, the process takes time. As systems become available, we will be contacting POCs directly. Currently, we do not have specific resolution times.

We appreciate your continued understanding and patience as we work to resolve this issue. We will continue to keep you updated and will send a notice to clients at 10 p.m. Eastern time today.

Sincerely,

Cetrom Support

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