December 2023 Connectivity Issue Summary

A hardware problem beginning, on December 26^th, impacted Cenlar call centers and bank operations. The problem resulted in sporadic disruptions over a three-day period from December 26-December 28.

Throughout this time, Cenlar executed workarounds to prioritize service to clients and homeowners. We redirected network traffic to alternate data centers and removed non-critical connections. Cenlar activated downtime procedures which directed homeowners to call back later or self-serve via the IVR to avoid longer wait times. Reporting was delivered as expected.

There is no indication this hardware issue was due to a cyberattack or compromise of the system.

Resolution
Our team determined faulty hardware was responsible for the disruption to service and worked quickly to replace it. Following the replacement, Cenlar routed the network traffic through the normal path. The resolution was validated on the afternoon of December 29.

Restoration
Cenlar’s network was successfully restored to normal functionality on December 28 at 6:36 p.m. All banking transactions and reporting were completed. We boosted call center staffing to support potential increases in call volume on December 29 through December 30.