To Customers Affected by the Recent Service Interruption
Every day, Intermedia dedicates itself to providing the highest levels of security to our customers and their data, as well as delivering on our 99.999% uptime service level agreements. There are very rare instances where we have to place the priority of the former over the latter. We made this very difficult decision yesterday when our Security team noticed unusual activity on one of our domains. As cybercriminals continue to become more sophisticated in their attempts to attack network systems, allowing activity like this to continue could have resulted in your highly sensitive and critical information being exposed, prolonged system shutdowns, and other significant damage to Intermedia and its customers.
In order to protect your organization and data from this potential cyberthreat, we made the difficult decision to immediately block access to this domain. This domain serves approximately 2% of our customers and your account was, unfortunately, one of those impacted. As a result, access to your email was disabled.
Our highly experienced Security, System Administration, and Technical teams worked around-the-clock to bring the domain back online. We also engaged external expert security firms to conduct an exhaustive review to help us analyze what had happened and ensure that no damage had been done. Fortunately, our extensive security controls were able to identify the potential threat, and, based on the information currently available to us, we have no evidence at this time that any customer data was exfiltrated or damaged.
Service was restored earlier this morning, and you should now be able to access your email. Emails that were received while the domain was offline remained in the queue, and you should now have access to these.
We have never before proactively blocked service to a full domain due to a security concern. However, for the safety and protection of our customers and their data, we felt this was the necessary approach given the circumstances. That said, we know how important it is for our customers to have the peace of mind of knowing that your communication services will be available whenever you need them. We realize how vital Intermedia’s services are to your business, so situations like this must and will remain an anomaly. To that end, as a gesture of goodwill, we will be issuing account credits to all impacted customers, and please know that we will continue to invest significantly, utilize the best people and technologies, and work tirelessly to meet your expectations, keep you safe, and earn your trust, each and every day.
We sincerely apologize for the disruption to your business.