RSS Category: Announcement

This advisory includes important information on three technology issues: a planned maintenance window for our Document Center this weekend, a root cause analysis of the Aug. 15 connectivity issue in our call center and an update on our pandemic dashboard reporting. 8/15 Call Center Outage Root Cause Analysis As you may recall, on Monday, Aug. … Continued

We have resolved the connectivity issue in our call center, as of 1 p.m. ET. Representatives can now receive calls, and currently are working as normal to assist homeowners. We apologize for this inconvenience to your homeowners and thank you for your patience.

We’re pleased to report that our call center was restored overnight. We’re continuing to work with our vendor to investigate the issue. The issue was caused yesterday when the vendor that hosts our cloud telephony system experienced a major fiber cut near a data center that hosts Cenlar’s cloud telephony system. The fiber cut impacted … Continued

As you know, implementation of the Homeowner Assistance Fund (HAF) is underway. Over the past many months Cenlar has been actively reviewing the requirements, building business processes to support the requirements and hiring staff to perform this work. We have also been actively processing inquiries and approvals on behalf of homeowners in order to comply … Continued

Changes to Document Center and Global Teller As part of our partnership with communications management platform Venture, on March 22, 2022, we completed a transition and enhancements to our Document Center on the CenNet homeowner website and Global Teller. These enhancements provide greater stability and functionality in document processing, which also allows for more efficiency. … Continued

Save the Date: An Update with Cenlar Leadership on April 28 Please join us for an update on the latest work being done at Cenlar on Thursday, April 28 at 3 p.m. ET. Details, such as the dial-in number, will be included in our next Client Bulletin, due out next Friday. Please note, this call … Continued

Our Cenlar Case Management (CCM) system has eliminated the need for most client-facing email boxes. We’re adding new features to CCM regularly, but some support will still be found outside the system. To assist you in getting help quickly, a new Client Support Matrix has been posted on CenAccess, found by clicking on “Need Assistance?” … Continued

Please find below our monthly Regulatory Compliance Change Management Summary as of February 28, 2022. A more complete document is available in the “Regulatory Change Management” section of www.CenAccess.com. If you are unable to log in to CenAccess, please contact your Client Manager for assistance. The next month’s Regulatory Compliance Change Management conference call will … Continued

Key Takeaways from our March 4 Call Thanks to all of you who were able to attend our March 4 call with Cenlar leadership. If you missed it, here are the key takeaways. Risk Infrastructure and Culture Our efforts to protect you and your homeowners are of the utmost importance. We’re giving this area significant … Continued

Cenlar Network Outage – 3/9 and 3/10 Major Incident Report (RCA) March 14, 2022   Background Cenlar is in the process of a phased approach to migrating systems from our on premise 425 Data Center to our new hosting presence in the Microsoft Azure Cloud. Some production systems remain in our 425 Data Center and … Continued