System Status Dashboard

If you are experiencing a system functionality issue not listed on this page, please let us know.

Creating a support ticket is generally the fastest to receive a reply as the issue can be forwarded to the correct department and tracked.

Swipeclock Service Outage

4/4/2021

Swipeclock has informed all customers of a system outage that started 4/2/2021 at roughly 7:00 AM PT. The notice can be read below.

Hardware clocks have been designed to collect punches, even in an offline mode. The data will upload push up to the server once system connectivity is restored.

System Status

SystemStatusNotes
Phone SystemNormal
Support Ticket SystemNormalPlease submit a ticket for faster response times.
Office AccessNormalNormal office hours, but limited access to staff. Many employees are working remotely.
Web Portal (ESS /MSS)Normal
eBenefits EnrollmentNormal
eOnboardingNormal
Background VerificationsNormal
Learning Management (LMS)Normal
Time clock (Swipeclock)Issue ReportedMost services have been restored. All services are expected to be operating as normal by Monday. 4/5/2021.
Zayzoon Pay AdvanceNormal
Timeclock (Kronos)Normal

Routine Maintenance

The web portal will undergo 30-minute routine maintenance on the 2nd Sunday of every month between the hours of 5:00 am – 10:00 am eastern time.

Employee / Manager Portal Outage Information
PrismHR System Interruption

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UPDATE 3/7/2021:
We are happy to report all systems are now back online and operational. This includes: Manager Portal, Employee Portal, Benefits Enrollment, and Employee Onboarding.

System Restoration: 

We are happy to report all systems are now back online and operational.

System Restoration: 

Onboarding, Benefits Enrollment, Employee Portal, and Customer Reports are expected to be live between now and the end of day Monday.

In the meantime, if any employees or managers need information from the system such as W-2s, pay stubs, etc, our HR specialist staff can handle request quickly via the ticket system. Please submit a ticket for any requests.

Phone support is open, but tickets are preferred because they are easily tracked and routed to the proper department.

System Restoration: 
The AdvanStaff HR production environment is in the final stages of testing. We expect the production environment to be live by the end of the day.

Once core functionality has been restored for all Prism customers, the focus will shift to the nest stage of system recovery, including Onboarding, Benefits Enrollment, and Employee Portal. We will share more information on timing when available.

In the meantime, if any employees or managers need information from the system such as W-2s, pay stubs, etc, our HR specialist staff can handle request quickly via the ticket system. Please submit a ticket for any requests.

Phone support is open, but tickets are preferred because they are easily tracked and routed to the proper department.

Nearly all support ticket requests opened during the outage have been addressed and resolved if possible.

Current Status

System Restoration: The speed at which Prism HR is bringing customers online continues to accelerate—30% of production environments are now live or in the final stages of testing. For environments that are live, Citrix and the API have been restored.

As noted in our previous update, recovery efforts occur simultaneously across the system and we cannot predict the completion of any one customer’s environment. Numerous factors impact the speed at which environments complete the recovery process.

We still project payroll functionality for remaining customers will be live between today and Sunday. We continue to advise preparing manual workarounds for remaining payrolls this week, and have plans in place for next week should they be needed.

At this time, the forensic investigation with our cybersecurity firm is still ongoing. To date, there is currently no evidence that data has been compromised. 

System Restoration: the teams continue to make steady progress on restoring the PrismHR cloud systems, with core payroll functionality being the top priority.

Next Steps

The team is developing a process to provide environment testing access for AdvanStaff HR. This will be to validate the production environment before we restart any business operations. We will have more information on this coming soon.

Prism Statement:

System Restoration: the teams continue to make steady progress on restoring the PrismHR cloud systems, with core payroll functionality being the top priority.

Since our last update, the team has successfully brought on one production environment and continue to analyze and test multiple production environments in parallel.

As we navigate the complexities of manually processing a high volume of payrolls, we must be mindful of a realistic approach to firstly get employees paid, then secondly addressing any adjustments that will be required later.  

We must be prepared for the software outage to possibly extend to later into the week which will affect many payrolls depending on each company’s payroll schedule. 

AdvanStaff HR remains committed to ensuring all employees receive their pay as timely and as accurately as possible.  For this payroll period, we will rely on estimates from the last available payroll period. Once the software platform is back online, we will perform a reconciliation and correct any discrepancies as soon as possible.  Of course all worksites are different and adjustments will be made on a case-by-case basis.

We thank you for your continued patience as we work through contingency processes while PrismHR restores functionality to the cloud software payroll/HR platform later this week.  As you know, AdvanStaff HR has all-hands-on-deck to ensure payrolls continue to be processed. 

The teams continue to make significant progress on restoring connectivity and bringing the systems back online. Our number one priority is getting access to payroll functionality.

Rebuilding the system from backup
No change since this morning’s update.

Recovering the existing system
We’ve successfully completed testing and analysis of a sample environment and have begun working on production data.

Forensic Analysis
The investigation is still ongoing. To date, however, we have not seen any evidence of unauthorized access to or exfiltration of the data contained on our servers.

What’s Next
In parallel to the efforts of getting the systems restored, we have teams working to provide access to your most recent payroll data. We are now able to extract that data and are currently testing and validating the process. Additionally, we are ensuring we have a secure and scalable method to deliver you the data. This approach will not be perfect and will likely require true-ups later.

Timeline

System Restoration: We expect to restore the system and critical functions to be back up within the next few days.

We appreciate your continued patience and support as we work to restore connectivity and bring the systems back online as soon as possible. The teams have been working around the clock and have made significant progress since the suspicious activity was detected on Sunday, February, 28. The cybersecurity incident on our systems had blocked our access. That obstacle is now removed, and the teams are working methodically to ensure the integrity of the system and data. The investigation into the size and scope of the incident, including forensic analysis, is still ongoing.

What’s Next

The teams continue to work 24/7 to restore the system and are taking a two-pronged approach:

  1. Rebuilding the system from backup. Since the cybersecurity incident was detected on Sunday, the team has been diligently working to rebuild the system in a new environment. Establishing a new environment takes time and now that the environment is in place, it will move faster.
  2. Recovering the existing system. Late last night the team was able to get past the threat blocking access to our system and has begun analyzing the system and data to ensure its integrity.

Through both of these approaches, the team is working with top-tier cybersecurity firms, who specialize in these types of cases, to monitor and prevent this from happening again.

Timeline

System Restoration: between the two approaches to restoring the system, we expect the system and critical functions back up within the next few days.

Forensic Analysis: the complete analysis and report will take some time to complete. However, we do expect to have some findings to share prior to that.

Based on direct conversations with the PrismHR technical team. The attack appears to be targeting access to the communication layer (i.e the network) of the platform and not able to access the secure data within the platform. However, the full investigation is not complete. In the spirit of full transparency, we will pass any important information to you as it becomes available.

At this time, it appears system access will most likely not be restored tomorrow (Tuesday, March 2rd). The AdvanStaff HR team is working 24/7 on continuing operations with contingency HR/payroll processes until the platform is fully restored. We will without question make it through this.

We appreciate your business and are fully committed to working closely with you to limit the impact of this disruption. Please feel free to contact your HR specialist or dedicated payroll representative to process any payroll checks that are needed while system access is restored.

We appreciate your continued patience and support. 

At this point in the process, the system will likely be unavailable tomorrow. We understand the challenges this has on your business and will be working continuously to restore service as quickly as possible.

We wanted to provide you with an update to the previous communication regarding the system interruption. The software vendor (PrismHR) has multiple internal and external teams working around the clock to securely restore our systems to operation. At this point, it’s unlikely the HR Cloud environment will be restored today. Current indications suggest this may be a multi-day event.

We will continue to post updates as soon a we have them.

Our primary software vendor, PrismHR notified us of performance and network connectivity issues within the HR Cloud environment. These issues greatly impact the ability to access the employee and manager portals as well as the employee mobile app.

Technical teams and engineers are methodically investigating restoring those systems as quickly as possible.  The service disruption is likely to continue into business hours on Monday (3/1/2021).

We do not currently have an estimated resolution time.

We deeply apologize for the inconvenience this will cause to you business operations. Updates will be posted to this page as additional information becomes available.

PrismHR is continuing to troubleshoot the issue reported earlier. We do not have an ETA for a resolution at this time. Our team is working with our hosting provider and will continue to do so until service is restored.

There is currently an issue that is preventing access to PrismHR cloud environments. Our team is investigating and will provide updates as soon as possible.

This particular attacked targeted the network/communication layer access to the Prism HR/Payroll cloud application.

Once the attackers blocked all possible communication with the cloud service, the application was rendered useless.

“unusual network activity” (or lack of activity in this case) was discovered by PrismHR’s security and monitoring team. At that time, out of an abundance of caution, all operations with the application were halted.

Data security engineers then began a full-scale forensic investigation and review of all data and systems. That investigation is still underway.

No. Based on the information shared by PrismHR with AdvanStaff HR and the public, the attack has not shown any sensitive data was compromised or accessed.

Please see the official statement from 3/2/2021 below.

At this time, the forensic investigation with our cybersecurity firm is still ongoing. To date, there is currently no evidence that data has been compromised.

PrismHR (3/4/2021)

The servers were completely taken down on Sunday (3/1) for a full forensic inspection, evaluation, and review by an independent tech security firm.

A new cloud environment was created from scratch, and all data from Saturday (2/28) backups is being used to restore data to the new environment.

We expect service to be restored soon. Estimates have been given to AdvanStaff HR as early as Friday (3/5/2021), but possibly as late as Sunday evening (3/7/2021).

Once service is restored, the manager and employee portals will be available.

AdvanStaff HR will send notices to all employees and worksite managers.

PrismHR is a major payroll and HR software platform provider for PEOs, ASOs, government entities, and small, medium, and large employers.

This is a wide scale outage impacting over 80,000 business and more 1.6 million employees.

AdvanStaff HR will continue to provide updates on this page. Once service is restore and a deep-dive forensic analysis is completed by the independent security firm is complete, we will provide the information in full transparency.

Both PrismHR and the security firm have indicated that there is no evidence if a data breach.

You are of course free to change the password whenever you like once the system comes online.  ​

It is very important to note, the employee portal is protected by an additional layer of security called multi-factor authentication (MFA).  

MFA requires a password AND registration of each device (like a desktop browser or mobile device) used to access the portal.  To register a device, the user must have BOTH your password AND access to your email or mobile phone to approve/validate a device.

It is impossible to access an account without passing both levels of verification.