Increased Transparency Regarding Downtime
I know the IT staff at WK is having a bad day at the moment. ****, things could return to normal now, and this would probably still count as one of the worst months they've ever had. But, while I feel their pain on that, CCH keeping us in the dark has spread that pain around. We've all got staff just sitting on their hands, burning what would otherwise be billable hours.
I've got no information to give my staff, and they have no information to give their clients. The closest thing to communication we've gotten so far is one post of Facebook.
Stuff like this is practically unavoidable in this day and age. But by going as silent as WK has, you're only giving creedence to the worst case scenarios being postulated online. We need to know what is going on during extended downtimes like this.
Rebecca Bartholomae commented
I read Frank's email about notifying when products are up and running-I understand that the e-file program is back up but we received no communication about that!!!
Adam Darst commented
Its concerning when a company seems to be more interested in saving their own selves than informing and protecting the interests of the consumers that help them subsist. Just so everyone is aware the lack of communication was while someone thought up the term "technical anomalies" to replace the word "malware.
Extremely disappointing to see this lack of communication and help in a niche that requires an unbelievable amount of trust and accountability.
Mark Edwards commented
We too are very disappointed with the lack of communication - even now as to what the issue was and where we stand now.
CCH Axcess Update – Systems Restored
We have restored network and services for CCH Axcess.
Our priority has been to bring the system up and get you back to work as quickly as possible. In order to do that, we have had to make a few choices, and a few functions are currently unavailable:
• The e-filing capability is not yet available at this time. We will notify you when it is available; please hold your e-filing until then. Should you attempt to e-file in the meantime, you will receive an upload error message. For now, please save your returns within the CCH Axcess application.
• The email capability is performing slower than normal. You will notice a latency when attempting to send and receive email message.
• Some articles and news are not accessible via links. Currently you will not have access to links to chat or support content; links to CCH Software news, or links to Knowledge Base Articles/Reviews.
• At this time, new users cannot be activated. For now, you will not have the ability to set up new users within the CCH Axcess application.
We will restore these services as soon as possible and will inform you when they are available. We appreciate your patience as we work to enable these capabilities.
As previously communicated, certain Wolters Kluwer platforms and applications have been experiencing service interruptions since Monday. We want to apologize for any inconvenience this may have caused.
On Monday, May 6, we started seeing technical anomalies in a number of our platforms and applications. Our team immediately started investigating and discovered the installation of malware. As a precaution, in parallel, we decided to take a broader range of platforms and applications offline. With this action, we aimed to quickly limit the impact this malware could have had, giving us the opportunity to investigate the issue with assistance from third-party forensics consultants and work on a solution. Unfortunately, this impacted our communication channels and limited our ability to share updates. On May 7, we were able to restore service to a number of applications and platforms.
While taking our services offline was precautionary, we wanted to act quickly to protect our applications. We regret any inconvenience and that we were unable to share more information initially, as our focus was on investigation and restoring services as quickly as possible for our customers.
We have seen no evidence that customer data was taken or that there was a breach of confidentiality of that data. Also, there is no reason to believe that our customers have been infected through our platforms and applications. Our investigation is ongoing. We are still investigating the root cause of the interruption.
Please reach out to your account manager in case of any questions.
We sincerely apologize for the inconvenience.
They released a media statement yesterday if you haven't read it yet here is the link:
Agreed - the revenue loss/cost are staggering. And although today/yesterday are the most obvious, the system has had constant crashes throughout the busy season already costing of significant revenue.
The lack of communication is frightening and unacceptable.
c v commented
We are literally losing thousands of dollars a day.......are they going to reimburse us for this?
lack of communication is a terrible policy. SOMETHING was serious enough for you to shut EVERYTHING down. Why not just simply communicate what you know? We should not have to dig through forums, twitter and reddit just to get an idea about what is happening.
Chris Meyers commented
The major concern here, even more than loss of billable hours, is security concerns related to a hack of CCH/WK's network.
Due to the lack of information, we now must take steps to block all inbound updates from CCH. Would you risk 200 users receiving the next CCH Axcess client update without knowing the details of this outage?
After that, let's discuss CCH's lack of an SLA for the Axcess product line!