[Update 25th July]
We are writing to inform you that in the early hours of Thursday 18th July 2019 a subset of Knowall IT’s Data Centre infrastructure was affected by a cyber incident that resulted in the encryption of a portion of your data. Since the incident was first discovered, we immediately set about containing the compromise and have been subsequently working 24 hours a day to methodically examine, rebuild and test each component of our system to ensure it is safe and operational.
While our investigations into the incident remain ongoing, to date no evidence of unauthorised access to, or exfiltration of personal data has been identified. As set out in our general terms and conditions, Knowall is a data processor of the data that it hosts on behalf of clients, who are the data controllers in respect of any personal data. Nonetheless, out of an abundance of caution, on Friday 19th July 2019 we reported the incident to the Information Commissioner’s Office, in addition to the police and the National Cyber Security Centre.
We have since made additional changes to our technical infrastructure and security to prevent future incidents. We are very aware that our service is essential to the running of all of our clients businesses. Earning your trust through the operation of a secure service will always be our highest priority. We deeply regret this incident and apologise to you, and to everyone who relies on us, for this inconvenience.
[Update 23th July – 18:02pm]
We believe all clients now to be back online.
If you are still having issues please contact our support line, or email me directly on email@example.com and we will prioritise and data restores or system configurations.
Many thanks for your patience during this period, we understand the situation is not ideal.
[Update 22th July – 10:02am]
The majority of services will now be back online. If you have certain crucial services that you still cannot access, please email firstname.lastname@example.org and we will prioritise.
[Update 20th July – 8:12am]
We have been bringing systems back online over the last 36 hours. We are continuing to do so this morning and over the weekend.
If you have an urgent need to access any particular data sets, please notify us through email@example.com
Thank you for your continued patience at a very frustrating time.
[Update 19th July – 8:28am]
Yesterday our data centre was targeted and breached by a crypto virus.
The virus has affected a large portion of our servers and client data. Due to the nature of the breach we had to turn off many of our services to try resolve the issue.
At this stage we are working through and cleaning the network and restoring data accordingly. And are unsure of the timeframe.
We are doing every effort to resort our servers and client data. We sincerely apologise!
We are currently working towards restoring service. Knowall engineers are working hard to resolve the issue.
Unfortunately, we are not expecting all services to be back up by the end of today.
We sincerely apologise for the disruption caused today.
Please note we are experiencing a data center disturbance issue. This will be affecting a number of our services.
Knowall engineers are busy resolving the issue. Please bear with us. This could take a few hours to resolve due to the nature of the disturbance.
We apologies for the disruption and any inconvenience this may be causing