On Wednesday, Dec. 28, 2022, we informed you about a connectivity issue that affected our Customer Interaction (CI) call center and our IT Help Desk.

Our initial analysis of the issue shows that the incident affected the ability of our CI representatives to receive phone calls from homeowners for about 60 minutes, from approximately 11:45 a.m. until 12:45 p.m. ET.

This issue was caused by a failure on one of our vendor’s server clusters. The vendor quickly identified the issue, and rebooted the affected servers.

Cenlar senior leadership will be meeting with executive leadership from our telephony vendor to discuss how they can avoid these types of issues in the future and identify preventative actions.

We are waiting for the official Root Cause Analysis from our vendor, and we will advise when we have any additional significant details to share.