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Canine III

Orthotrac Cloud Down due to Security Incident

This is the second time since last month where Orthotrac Cloud has been down due to a security incident. And the third in my recent memory. I would be nice for there to be some more transparency about what these incidents are (client side or server side breaches?) and if we should be concerned about the intregity of the datacenter being contracted to host Orthotrac Cloud.  I understand things happen, but for it to become a regular occurrence is beyond inconvenient.

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Canine III

Re: Orthotrac Cloud Down due to Security Incident

Also @prcarter did you ever get permission to post Orthotrac Cloud's service level agreement?

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Community Manager
Community Manager

Re: Orthotrac Cloud Down due to Security Incident

 

We appreciate your patience during this frustrating time. Our announcement message on The Exchange (visible from the Home page and at the top of each product page) was just updated with the following information. That message will continue to be updated as more information comes in. 

Thank you for checking The Exchange for updates, and for your continued patience during this frustrating time. This will be the last update on this forum for Nov. 18. The team has been working non-stop to have this issue resolved and will continue to do so throughout the evening.  

 

A potential resolution has been identified and it’s likely that service will be restored tomorrow morning. There is a possibility that your login credentials may not work. For those who experience this issue, we will be assisting customers with resetting passwords. Please contact Support.US@csdental.com to do so. 

 

If anything changes during the evening hours, we will update the Exchange. If needed, updates will begin again on the Exchange the morning of Nov. 19. 

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Community Manager
Community Manager

Re: Orthotrac Cloud Down due to Security Incident

 

We appreciate your patience during this frustrating time. Our announcement message on The Exchange (visible from the Home page and at the top of each product page) was just updated with the following information. That message will continue to be updated as more information comes in. 

Nov. 18, 6:45: Thank you to everyone who checked The Exchange for updates, and for your continued patience during this frustrating time. This will be the last update on this forum for Nov. 18. The team has been working non-stop to have this issue resolved and will continue to do so throughout the evening.

Service is projected to be restored tomorrow morning. If anything changes during the evening hours, we will update the Exchange. If needed, updates will begin again on the Exchange the morning of Nov. 19.

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Canine II

Re: Orthotrac Cloud Down due to Security Incident

Same excuses! Be proactive and fix the REAL problems so this never happens again to users and patients. You should be ashamed as a company! FIX THE REAL PROBLEM AND PAY US ALL FOR LOSS INCOME AND OVERHEAD.
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