Faster Delivery = Happy Users
Automated Process = Fewer Errors
Standards = Cost Reduction
Order Visibility = Confidence
Linking Systems = Efficiency
This WOW goes to Riyad Alkurd (Systems Engineer),Natalya Vank (Support Engineer), Kulbir Singh (Sr. Support Engineer), Chris David (Supervisor, KTSC), Mehdi Rais (Supervisor, KTSC), who work out of our Oakville office; Mike Lazar (Sr. Manager, Professional Services), Maris Benz (Associate Managed Services Advisor) who work out of our Chicago office, and Sue Bishop (Partner Manager) from our Michigan office.
A Softchoice customer was hit by a ransomware attack on a Saturday, which took out nine of their virtual machines (VMs). The issue needed to be resolved as soon as possible to avoid catastrophic business impact as their clients extensively use their web services. Despite them not being a Softchoice Keystone Managed Services customer, Softchoice engaged several departments to get them the assistance they needed: our KTSC – Softchoice’s Keystone, 24/7 support team, our Professional Services team, and our Partner Services team.
Within hours, the KTSC team helped the customer to disconnect the affected machines from the network, and worked with them to determine the root cause and neutralize the attack. Working around the clock with local partners, they managed to get eight of the nine affected VMs back online by Sunday evening. By Monday, the final VM was up and running.
The customer’s IT team and stakeholders from all levels of the organization were anxiously watching the situation unfold over the weekend. They were so relieved and grateful to see everything up and running on Monday that they sent a heartfelt note to the Softchoice team thanking them for their hard work.
Thank you Riyad, Natalya, Kulbir, Chris, Mehdi, Sue, Mike and Maris for showing our customers what our values “We take care of each other,” “We have customer passion,” and “We own the end result” are all about.