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Posted By Robert Treuber,
Friday, January 13, 2023
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Dear Valued Customer: We made good progress today! Finally, with the additional infrastructure equipment integrated, we have about 70 percent of our virtual servers fully functioning. I know you are seeking a timeframe for when your office will be fully functional - as am I! I have not been given the exact day, but based on today’s progress, I am hopeful it is soon! Tomorrow, our business partners and agencies with whom we integrate will receive a statement. [COTT CLIENT LETTER NOT ATTACHED FOR SECURITY - rgt ] Click here to view the copy of the information they will be receiving. It will be going to them via email. You may also find it informative as it is a compilation of our previous communications. Finally, you will see that we put a short statement on our website indicating that we are experiencing technical difficulties. I am sorry this is taking so long and thank you for your understanding.
Deborah Ball, CEO Cott Systems, Inc. | 2800 Corporate Exchange Dr., Ste.300 | Columbus, OH 43231
o)
800-588-2688 M-F 7am-6pm Eastern | f)
866-540-1072
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Posted By Robert Treuber,
Thursday, January 12, 2023
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Dear Valued Customer: We did receive our large order from Dell. It has been installed and is integrating into our infrastructure. This finally gives us the room we need to copy all files, repair and reconnect virtual machines, and then test to make sure all functionality has been completely restored. Fortunately, I can confirm that our storage area network (SAN) is in good shape. The plan for Thursday is more of the same: integrating additional space, copying what we have, working to restore full functionality while analyzing and validating every step of the way. Every minute counts and 24 x 7 will remain in force until your offices are up and running. We ARE making progress. I am sorry this is taking so long and thank you for your understanding. Deborah Ball, CEO Cott Systems, Inc. | 2800 Corporate Exchange Dr., Ste.300 | Columbus, OH 43231
o)
800-588-2688 M-F 7am-6pm Eastern | f)
866-540-1072
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Posted By Robert Treuber,
Wednesday, January 11, 2023
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Dear Valued Customer: At the end of the day today, we received additional hardware resources to assist in the validation of servers and data. Over the coming days we expect additional infrastructure resources which will accelerate our efforts toward getting you working as quickly as possible. Internally, working with our cyber recovery team, we have implemented an additional endpoint detection and response solution which protects all of our hosted and HQ infrastructure. This solution aided in the containment and removal of suspicious files and malware resulting from this cyber-attack. The endpoint detection actively scans and monitors our entire infrastructure. This will remain in force indefinitely. Externally, we have recommended that all customers change the access password given to Cott. In addition to creating new ones, implementing a multi-factor authentication password, and only enabling the access for Cott staff when you need assistance, are ways to protect your network. These are some of the steps that allow us to work together and to be as secure as we can in our partnership. As I mentioned yesterday, the work this week will consist of: integrating additional space, copying what we have, working to restore full functionality while analyzing and validating every step of the way. Being diligent requires patience which I have personally run out of! I am sure you have too. I can only hope to bring you better news with each passing day. Thank you for your understanding. I will keep you updated throughout the week. Deborah Ball, CEO Cott Systems, Inc. | 2800 Corporate Exchange Dr., Ste.300 | Columbus, OH 43231
o)
800-588-2688 M-F 7am-6pm Eastern | f)
866-540-1072
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Posted By Robert Treuber,
Tuesday, January 10, 2023
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Customer Update – January 9, 2023
Dear Valued Customer:
Last night and today our team of
specialists have continued to carefully bring our systems out of
“protection mode.” I support our very conservative approach of copying
all data and images prior to completing their examination
and validation. While this approach requires space and time, it is the
safest way to operate.
As I have mentioned previously, we are working with cyber specialists
every step of the way and are taking no risks with your data. The team
is working in shifts, 24 x 7, to bring your offices back on-line as soon
as possible. Nothing is more important.
The work this week will consist of: integrating additional space,
copying what we have, working to restore full functionality while
analyzing and validating all slices of data.
Regardless of our conservative approach, we recognize the critical
situation we are all in and work with the utmost sense of urgency.
Thank you for your understanding. I will keep you updated throughout the week.
Deborah Ball, CEO Cott Systems, Inc. | 2800 Corporate Exchange Dr., Ste.300 | Columbus, OH 43231
o)
800-588-2688 M-F 7am-6pm Eastern | f)
866-540-1072
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Posted By Robert Treuber,
Sunday, January 8, 2023
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| Our IT team and technical cyber specialists worked over the weekend to try to bring our systems back to full functionality. However, recovering from the cyber-attack is still dominating our systems. The cyber recovery phase requires several steps. To complete those steps, we continue to need much more space than we normally use for operations. With the worldwide hardware shortage, even emergency orders are taking too long. Over the weekend we had: one promised order never appeared, one order was found to be not compatible (though the dealer had insisted it would be), one small order finally arrived today that has allowed us to begin to work on some of the necessary basic functions. On Tuesday, January 10, we expect a substantial shipment to arrive. Once it arrives, we estimate that we will need 24-48 hours to work with our technical experts to bring the system up then verify and validate all data. I am disappointed that this process is so lengthy. Last week, we hurried to give all customers the option of working again. I was very encouraged! However, the combination of everyone going on-line at once, along with our cyber recovery steps continuing to run, overloaded our system and it went into “protection mode.” We cannot let that happen again. As we become fully functional, we will methodically bring customers back on line. Unfortunately, we must take this day-by-day and the timeline cannot be established yet tonight. We will continue to inform you as soon as we know more so that you may plan your week. I wanted to be able to provide you with better news tonight. I am so sorry we are all dealing with this terrible situation. Deborah Ball, CEO |
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| Cott Systems, Inc.|2800 Corporate Exchange Dr., Ste.300|Columbus, OH 43231
o) 800-588-2688 M-F 7am-6pm Eastern|f) 866-540-1072 | | |
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Posted By Robert Treuber,
Monday, January 2, 2023
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