Services Health and Status

Important Notice – Recent Security Incident

Cyber Incident – June 2023

July 19, 2023

Dear Clients,

We want to take this opportunity to thank our loyal and patient clients for their support during the June 22, 2023, cyber incident.

Virtual Servers (VMs), VoIP, and Cloud Backup infrastructure and services have been restored.

DNSnetworks' MS Hosted Exchange and ShareFile services will no longer be available in line with earlier plans to decommission these outdated systems. For alternate options, please get in touch with our team by emailing [email protected].

If you are one of the few clients still having lingering issues due to the incident, please continue to contact us by replying to your open support ticket. If you do not have an open ticket, you can create one by emailing [email protected].

This attack from foreign threat actors has affected us all. We understand that the impact on your business will linger, and being victimized by people who won't face us because of their cowardly approach of exploiting people leaves everyone feeling vulnerable.

Rest assured that we have taken every precaution to strengthen the infrastructure's security, policies, and approach to keeping your backups safe. From the ashes of this event, we have created a new service for Cold Backups that our clients can leverage in conjunction with our current cloud-backup service to keep a copy of their data wholly offline and safe from live cyber attacks.

Sincerely,
Your DNSnetworks Team


July 13, 2023

Dear Clients,

Thank you for your patience as our team members worked hard to return your services online.

We have securely restored the affected infrastructure and do not expect further issues related to the incident.

Should anything be missing from your services, do not hesitate to get in touch with our team by emailing [email protected]. We are receiving a higher-than-norm volume of requests, and we thank you for your patience as we give each one of you the attention you deserve.

Sincerely,
Your DNSnetworks Team


July 10, 2023

Dear valued clients,

This is an update regarding our ongoing efforts to restore IT services. We have managed to restore approximately 80% of our operations.

Our teams have been diligently working in order to minimize any inconvenience to you. The remaining services are also being progressively restored and we expect complete restoration by July 14th.

We thank you for your patience during this time, and are committed to maintaining our high level of service throughout this process.

Should you have any questions or require further assistance, we encourage you to reach out to our support team at [email protected].

Your understanding and continued trust is greatly appreciated.

Kind Regards,
DNSnetworks


July 4, 2023

Dear valued clients,

The DNSnetworks team hopes that you had a relaxing and enjoyable Canada Day break.

We continue restoring your services and expect most of our clients online by July 14th.

Please email [email protected] if you'd like an update specific to your case. In the meantime, if anything significant changes, we will post a general update when possible.

Kind Regards,
DNSnetworks


July 3, 2023

Dear valued clients,

The staff at DNSnetworks continues to work diligently to bring services back online.

We expect a significant update by end of day on Tuesday July 4th.

Kind Regards,
DNSnetworks


June 29, 2023

Dear valued clients,

Our dedicated teams are continuing to work around the clock to restore services.

The ongoing forensic investigation has not revealed evidence of accessed or ex-filtrated data.

We thank you for your continued support through this strenuous time.

The next major update is not expected for 48 hours as we work on restoring data sets.

Kind Regards,
DNSnetworks


June 27, 2023

Dear customers,

As we continue in our efforts to recover services, our team has successfully

  • Unifi portal access restored

  • Rebuilt the essential VoIP services. The VoIP team is working to contact clients to rebuild specific configurations and IVRs.

  • Restoration of some smaller datasets has been completed. Larger data sets are still processing.

  • Restored access for critical backup infrastructure

If you have any additional questions about this notice, don't hesitate to get in touch with [email protected] or call us at 1.866.720.7162.

The next major update is not expected for 60 hours as we work on core data sets.

Thank you for being so understanding.

Kind Regards,
DNSnetworks


June 26, 2023

Dear valued clients,

Our Teams continue to work diligently around the clock to restore services.

To date, our forensic investigation shows that no data was accessed or ex-filtrated by threat attackers.

Thank you for being so understanding.

Kind Regards,
DNSnetworks


June 25, 2023

Dear Customers,

We are diligently continuing our efforts to recover your IT services

We will provide another update on June 26th. At this time, we have no further pertinent details.

If you have any additional questions about this notice, don't hesitate to get in touch with [email protected] or call us at 1.866.720.7162.

Thank you for being so understanding.

Kind Regards,
DNSnetworks


June 24, 2023

Dear Customers,

We have launched an investigation to determine the nature and scope of the incident. We are working with leading third-party forensic specialists to assist in our response and support the investigation. While our investigation is currently ongoing, at this stage, there is no evidence that your data, or your client's data, has been or will be misused as a result of the incident. We will provide you with additional relevant information as it becomes available.

NOTICE: Should you be bound by legal obligations to report this to your customers, we would be happy to help you craft a notice you can send—For example, PHIPA or PIPEDA regulations.

Please be assured that we are working hard and deploying all available resources to restore your service as quickly and securely as possible.

If you have any additional questions about this notice, don't hesitate to get in touch with [email protected] or call us at 1.866.720.7162.

Thank you for being so understanding.

Kind Regards,
DNSnetworks


June 23, 2023

To all impacted clients,

We have confirmed that certain IT systems were the victim of a cyber attack. We have engaged forensics and legal teams to help us navigate the regulatory system while our teams diligently work to recover affected services.

As more information becomes available, we will post further updates.

Kind Regards,
DNSnetworks


June 22, 2023

To all impacted clients,

We are aware that certain systems are no longer responding to your connection requests. Our senior IT infrastructure team has identified the affected systems and is working towards restoring these services.

As more information becomes available, we will post further updates.

Kind Regards,
DNSnetworks


June 22, 2023

To all impacted clients,

We are currently investigating internal reports of connectivity issues with certain systems.

As more information becomes available, we will post further updates.

Kind Regards,
DNSnetworks