Recently, ISG Technology became aware of an IT security incident involving unauthorized access to our environment. Upon discovery, we immediately initiated ISG Technology’s comprehensive incident response plan and engaged industry-leading cybersecurity specialists to help secure our systems, investigate the incident and further enhance security protocols.
Our priority is the security of our systems, and the safety of our customer’s data and operations. As part of our response plan, and out of an abundance of caution, we have disabled access to some services to ensure a safe, secure and protected environment for all customers.
This will impact some of the services we provide to our customers, including:
- Veeam Backups and Replication – Offsite backups and restoration. Some monitoring and notifications will be impacted.
- Enterprise Cloud virtual server hosting – Access to vCloud management console may be limited; as well as the ability to add, move or change the virtually hosted environment.
- Access to the ticketing and portal system – Proactive external alerts will not be available
We are working to bring those systems back online as quickly and securely as possible to minimize the impact on customers.
We apologize for any inconvenience this may have caused, and will provide up-to-date information here as it becomes available. If you have questions, please contact our Service Desk at: servicedesk@isgtech.com or 866.915.1197.
— UPDATE SEPTEMBER 30, 12:00 P.M. —
This is an update to confirm that this incident has been resolved and all client services are restored and operational.
Throughout this process, our incident response plan prioritized the integrity of the ISG network, and the safety of the data and systems of our customers. The most significant service disruption was due to our proactive security approach – and a commitment to investigate every relevant system to ensure any access was identified and secured.
Based on our investigation, we are confident that systems are secure from the unauthorized access, and our enhanced security protocols will mitigate further risks associated with this incident. We thank our customers for their patience through this experience.
— UPDATE AUGUST 18, 12:00 P.M. —
At this time, primary customer services are online. Some systems may be experiencing delays as they automate through backlogs, but services are functioning.
If you are continuing to experience system disruption or are unable to access services, please contact our Service Desk at: servicedesk@isgtech.com or 866.915.1197.
— UPDATE AUGUST 15, 8:00 A.M. —
Significant progress has been made on all ISG systems, and we intend to have most services restored this week. Please note the following about these services:
Veeam Backups & Replication – Starting Monday 8/15, some customers will experience successful backups as this system is brought back online. We will be in touch with customers as this occurs to ensure services are back to standard operations, including daily monitoring and remediation for managed customers.
Enterprise Cloud virtual server hosting – We intend to have vCloud management online this week, as well as access to the ticketing and portal system. Should you need any assistance with server management prior to vCloud access being restore, please reach out to the service desk.
Access to the ticketing and portal system – We intend to restore access to our ticketing portal and resume standard ticketing processes this week. Until further notice, please continue to contact our Service Desk at: servicedesk@isgtech.com or 866.915.1197.
We’d like to thank all of our customers for their patience through this experience. All of the work to date has been to ensure that environments have been secured before being restored.
With our cybersecurity partner, we have been thorough in examining the network and servers. According to our investigation, the unauthorized access was caught and removed before any customer data was lost, and all service interruption has been due to our proactive security approach.
As we proceed through this, we are making changes to improve customer experience and to enhance security protocols. If you experience any issues, please contact our Service Desk at: servicedesk@isgtech.com or 866.915.1197.
— UPDATE AUGUST 10, 12:00 P.M. —
ISG Engineering teams are continuing to work to ensure that impacted systems are secured and fully functional when brought back online and are taking additional time to further enhance security protocols. We will provide an updated estimate for restoration when the timeline is confirmed.
ISG Engineering teams are continuing to work to ensure that impacted systems are secured and fully functional when brought back online and are taking additional time to further enhance security protocols. We will provide an updated estimate for restoration when the timeline is confirmed.
For customers with managed backup systems, backups are being successfully stored locally but remote storage is not yet available.
— UPDATE AUGUST 7, 9:00 P.M. —
ISG Engineering teams have been working through the weekend and made significant progress to review and secure systems.
Veeam backups and replication, enterprise cloud virtual server hosting and access to the ticketing and portal system remain impacted. They are expected to have limited functionality for at least another 48 hours as we further enhance security protocols. No other services are expected to be affected at this time.
Thank you for your patience. If you experience any issues, please contact our Service Desk at: servicedesk@isgtech.com or 866.915.1197.
— UPDATE AUGUST 5, 9:00 P.M. —
In an exercise of caution as previously stated in the note above, we briefly restricted data center access around 7:00 p.m. this evening. We have addressed the situation, and brought services back to their previous state. We apologize for any inconvenience or disruption this may have caused. Our investigation into the situation continues. We will continue to update this post as we have information to share.