December 13, 2019
 


On Tuesday, November 19 (USA PST), Heat and Control experienced an IT security incident that has impacted portions of our network and disrupted our business operations.
 

Upon discovering the incident, we immediately alerted law enforcement and engaged external cybersecurity experts to begin restoring our systems, secure our network and help us investigate the situation.
 

This is a methodical and time-intensive process, as we need to ensure the stability and integrity of each system before it is brought back online. While some of our operations have resumed, several of our systems are still offline or experiencing limited operability.
 

We are doing everything we can to keep orders currently on schedule. If you have an order currently underway and there are any changes to the timeline of your order, your project team will be in contact with you. As we continue to come back online, we are committed to minimizing the disruption to your business. You have relied on us for 70 years to always deliver our best, and we remain committed to that through this process.
 

The safety of our IT systems is of the utmost importance. We sincerely apologize for any impacts on our customers, employees, and business partners, and appreciate their ongoing understanding as we work diligently to fully restore our operations.
 

Frequently asked questions


 

 
How did this incident occur?

We don’t have that information yet, but we have alerted law enforcement and engaged external cybersecurity experts to help us investigate the situation and understand what happened, what data was affected, and who was impacted.

 

What does a security incident mean?

This security incident may involve unauthorized access to our IT system. We immediately engaged external cybersecurity experts to secure our network, help us investigate the situation, and begin restoring our systems.

 

When will your investigation be finished?

We do not know yet. Given the complexity, these types of investigations can take several weeks or even months to complete. The safety of our IT systems and the privacy of our employees, customers’, business partners’ data is of the utmost importance. We sincerely apologize for any inconvenience and appreciate your ongoing understanding and support.

 

Is my business information at risk?

The investigation is still underway, including whether there was unauthorized access to information in our systems. We want to be transparent and reassure you that this is a primary focus of the investigation. We will undertake to notify companies or individuals as we are able to do so and as appropriate.  If you receive any email or electronic communications asking you to take action with respect to Heat and Control (e.g., download some application, provide your credentials, etc.), please do not take any such action without first confirming it with us by phone.

 

What are you doing to protect your customers? 

Upon discovering the incident, we immediately alerted law enforcement and engaged external cybersecurity experts to begin restoring our systems, secure our network and help us investigate the situation. As a precautionary measure, we are also reaching out to all our customers to advise of them of situation and the potential risks related to fraud.

 

Will my order be impacted?

At this time, we are doing everything we can to keep projects/orders on schedule. If there are any changes to the timeline of your order, your project team will be in contact with you.

 

When will systems be completely operational? Why so long? 

Restoring our systems is a methodical and time-intensive process, as we need to ensure the stability and integrity of each system before it is brought back online. While some of our operations have resumed, several of our systems are still offline or experiencing limited operability. We are working around the clock to fully restore our system as soon as possible.

 

How should I submit my quotations, purchase orders or invoices? 

For any questions about billing or invoices, please reach out to your designated sales representative.

 

Who can I speak with for additional information?

If you have any questions or concerns about this incident, please e-mail info@heatandcontrol.com. For any other customer inquiries, please reach out to your usual contact/use the appropriate web form.

 

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