Application Server

We identified an issue where technician IDs were being inadvertently displayed instead of tech names. In a limited number of cases, we discovered that different technician names were displayed as possible options for ticket assignment instead of the correct technician names. These names were not able to be selected.

Upon discovering this issue, our team immediately rolled back the deployment. This issue lasted less than 30 minutes, and exposure was limited to technician names and IDs. No other account data was involved. All affected partners have been notified. If you did not receive a direct email notice from Syncro, your technician names were not exposed.

Your data is isolated through a combination of logical multi-tenancy and data-layer safeguards that ensure your data is always protected. In this deployment, we discovered a rare edge case where a non-standard data retrieval of technician names was missing additional safeguards.

Following this incident we have instituted additional security measures, enhancements, and safeguards to prevent this type of incident from occurring in the future. We are committed to maintaining the highest standards of data security and privacy for our customers.

We sincerely apologize for any concern or inconvenience this incident may cause. We value your trust and are dedicated to continuously improving the platform.