Rapattoni Outage Update

FAQ can be found at the bottom of this page

(Aug. 20 – 2:00 pm)——–

Dear AMS Key Contact,

Unfortunately, even the best-laid plans often go awry. We were hoping to bring all systems back online this weekend but certain essential components are requiring more time to complete the restoration process. The good news is that we continue to make excellent progress and are closer than ever to bringing everything back online.

Once again, we appreciate your patience as we work to restore all systems as quickly as possible.

Sincerely,

Marc Werber

Director of Association Management Software

Rapattoni Corporation

 

(Aug. 17 – 4:00 pm)——–

Dear AMS Key Contact,

As we reported yesterday, our teams have successfully restored databases for MLS, AMS, and all other products. Since then, we have moved on to configuring the application software and ancillary services required to get all of our systems up and running. This work is in progress and our internal testing continues in order to ensure all systems are operational.

Our current goals are as follows:

1. We will continue bringing up MLS, AMS, and other systems for internal testing.

2. Once your system is ready, we will work with you to begin the process of making your system available.

3. Once your system is back online, we will work on resolving any remaining issues.

Thank you again for your support and patience through this difficult time.

Sincerely,

Marc Werber

Director of Association Management Software

Rapattoni Corporation

(Aug. 16 – 8:00 am)——–

Dear AMS Key Contact,

Unfortunately, we do not have a conclusive update to share with you at this time. However, we are making excellent progress and are hoping to be in a position to provide more information this afternoon.

We appreciate your patience and understanding as we work to restore all services as quickly as possible.

Sincerely,

Marc Werber

Director of Association Management Software

Rapattoni Corporation

(Aug. 15 – 1:45 pm)———

Dear AMS Key Contact,

First and foremost, on behalf of all of us here at Rapattoni, we sincerely apologize for what this cyber-attack has done to the services we provide to you and your users. We also want you and your leadership team to know that we cherish the valuable relationship and partnership we have forged over the many years.

Federal law enforcement has been informed and are actively investigating. We are working with our legal counsel and our cyber security specialists to bring this matter to resolution as quickly as possible.

We must tread carefully with regard to what details we can share. We are indeed making progress bringing systems online. However, until that process is complete and tested, we won’t have a real ETA you can share with your members. As soon as we know your system is ready, we will communicate with you so you can let your members know.

We have received many questions about the security of your data. We want you to know the security of your data is of utmost importance to us. That said, our investigation is ongoing. As a reminder, all sensitive data stored in Rapattoni AMS databases is encrypted. To date, we have no evidence that personal information has been impacted. If it is discovered that any sensitive data is impacted, we will immediately alert you and determine the best course of action.

We apologize for the lack of detail in previous communications regarding this matter. We hope you understand that this was to help protect you, us, and your data.

Ralph Hoover

President

Rapattoni Corporation

As previously noted: All news articles, blog posts, social media posts, etc. disclosing any details outside of the above listed do NOT reflect direct comments, quotes, or first-hand information from Rapattoni Corporation.

This email address is not monitored. Please send questions via email to Support@Rapattoni.com.

NOTE: As your association’s key contact, you may be the only one receiving this email. Please distribute as necessary.

(Aug. 15 – 11:45 am)———

On Wednesday, August 9th, one of the largest Association technology vendors, Rapattoni, was the target of a coordinated cyber-attack, leading to a denial of service for its Association customers—including PFAR.

Rapattoni does not have an estimated time when service will be restored. With the assistance of Association Counsel, PFAR continues to press them for updates. We are taking all the steps that are in our control to mitigate the disruption.

We apologize for any delays you are experiencing in the services we provide. We will continue to keep you updated on developments. If you have any questions or concerns, don’t hesitate to get in touch with us at 626-795-2455.

 

FREQUENTLY ASKED QUESTIONS:

PFAR and many REALTOR® Associations nationwide use Rapattoni A.M.S. as their membership database. To help you understand how the outage impacts you, we’ve put together this F.A.Q.



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WHAT’S WORKING?

M.L.S. and Supra System are Operational
• M.L.S. Matrix Operations – Adding and editing listings.
• M.L.S. Flex Operations – Adding and editing listings.
• Supra – opening, programming key boxes, and assigning keys.
• PFAR membership staff are in the office to assist you, answer your calls, and respond to emails.
 

WHAT’S IMPACTED? WHAT’S THE WORK AROUND?

Rapattoni-powered Membership Management System: the system that we use to make changes to your membership information and to transmit those additions and alterations to C.A.R., N.A.R., CRMLS, and Supra has been disabled by the cyber-attack.

Work Around: All updates to membership, including Flex and Matrix, are being processed in their respective systems manually.

• Member Services (I.M.S.): online class registration and online credit card payments for existing invoices are currently unavailable.

• Work Around: Call the office or email Monica@pfar.org, and we can put you on the registration list for upcoming classes and events.

Credit Card Payments: at this time, we cannot take credit card payments and payments for outstanding invoices posted to your account. This also includes automatic payments.

• Work Around: at this time, all payments and purchases must be done in person at PFAR with CASH or CHECK ONLY. This includes office transfers and new member applications. We are actively working on a solution for taking credit cards.
 

COMMENT ON DATA SECURITY FROM RAPATTONI

President of Rapattoni Corporation, Ralph Hoover, issued the following statement on August 15th to all Associations impacted:

“We [Rapattoni] have received many questions about the security of your data. We want you to know the security of your data is of utmost importance to us. That said, our investigation is ongoing. As a reminder, all sensitive data stored in Rapattoni A.M.S. databases is encrypted. To date, we have no evidence that personal information has been impacted. If it is discovered that any sensitive data is impacted, we will immediately alert you [the Association] and determine the best course of action.”
 

PFAR does not store social security numbers in membership records. Members had the option to save credit card information in their member record for automatic M.L.S. payments. If you elect to put your card on file, we encourage you to be proactive and monitor your credit card activity.

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