As a valued customer, and with our commitment to transparency, we are writing to inform you that at approximately 2p.m. ET on October 29, we became aware of a data issue impacting the scoring of a number of domains on our platform. These domains experienced a negative drop of 10 or more points. We have identified the technical issue causing the score drops, and are working quickly to fix it.
Immediately, we are rolling-back our monthly calibration to the last updates published prior to Thursday, October 28, and we expect all scores to be reverted by 12:01am ET on Saturday, October 30.
SecurityScorecard takes the quality and accuracy of our data seriously. This is why we perform monthly scoring calibration to ensure the most accurate measures of risk for every domain. Accordingly, we are taking swift steps to ensure that this is an isolated incident, and will be conducting a thorough post mortem to prevent future failures.
Should you require additional information, we have created answers to some FAQs, available below. If you require specific assistance due to this incident, we are available at http://support.securityscorecard.com to assist you.
FAQs
What Happened?
At 2pm ET on October 29, we were made aware of a technical issue on the SecurityScorecard platform causing score drops to a number of customers and monitored domains. This was due to a combination of factors including our related-domains mapping. Our team immediately opened an investigation and, within the hour, identified the problem at-hand to begin the mitigation process.
What systems were impacted?
Currently we have identified the SecurityScorecard ratings platform as impacted by this issue.
What are SecurityScorecard’s planned remediation steps?
Currently, we are rolling back our monthly calibration to the last updates published prior to Thursday, October 28. This will immediately revert scores to ranges prior to our most recent update. We expect the platform to be updated, and scores returned to normal by 12:01 am ET on Saturday, October 30.
I oversee our Vendor TPRM Program. How does this impact my automated Atlas questionnaires?
For Atlas customers who follow one or more of the affected domains and have defined rules for sending Atlas questionnaires, your vendors may have received a notification regarding a new automated questionnaire. However, you can log into Atlas and delete any unintentionally triggered questionnaires, to which your vendor will be informed that it has been deleted and removed from their list.
Has this happened before?
In the multiple monthly calibration updates in our history, this is the first time that we have experienced a defect.
How long after the algorithm rollback will it take for my score to improve?
We expect all scores to return to previous records by 12:01am ET on October 30, 2021.
Help Center
Please visit us at http://support.securityscorecard.com for further information. We are here to assist you.