Update on November 2 Call Center Connectivity Issue
| On Wednesday, Nov. 2, 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 from approximately 9:30 a.m. until 1 p.m. ET. This issue was caused by the failure of our vendor’s server host, which impacted several virtual servers used to provide telephony services to Cenlar and the vendor’s other customers. The vendor resolved the issue by moving the virtual servers to a healthy server host. 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. |