OpenWater Outage History

From September 2 approximately 4:00 PM until September 3 approximately 10:00 AM eastern time, all payment transactions failed to process. Users checking out of their cart received an error message alerting them their payment was not successful and during this time no actual charges were made. Users should complete their payments and it is recommended to extend any deadlines from yesterday to today. The outage occurred due to human error, a change in our network configuration resulted in our payments module being unreachable. The change went by unnoticed until we observed an uptick in payment failures this morning as the work day started.

On Friday, April 25th one of our developers clicked a phishing email which gave a bot access to certain integrations related code. Our developers do not have access to customer data and steps were taken immediately to close out access to potential unauthorized users. The developers do however have access to certain API keys used to integrate OpenWater with external CRM/AMS products. As per proper security protocol, we are asking all impacted customers to rotate their API keys immediately. Our integrations support team is reaching out this week. While our investigation is ongoing, at this time, we have found no evidence of code modifications, unauthorized access to production systems, exposure of customer data, or access to personal information. We are working with a third party, S-RM (https://www.s-rminform.com/digital-forensics-services) to validate our findings and we will update this article upon the conclusion.