[UCRDBR] Accolade System Outage due to Microsoft Update from CrowdStrike

[Departmental Benefits Representatives]

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July 19, 2024

To:
Department Benefits Representatives (DBRs)
From:
Central HR Benefits Office on behalf of UC Office of the President
Re:
Accolade System Outage due to Microsoft Update from CrowdStrike

DBRs, please share this information via your internal listserv.  Do not reply to this email.  Please
send a separate email with questions to benefits at ucr.edu<mailto:benefits at ucr.edu>.

As you may be aware, businesses worldwide have been impacted by the outage<https://www.cnn.com/business/live-news/global-outage-intl-hnk/index.html> stemming from a software update for Microsoft operating systems issued by cybersecurity firm CrowdStrike.   
 
To help manage the issue, Accolade deployed redundancy systems to ensure that care teams could continue serving members; however, given this issue is widespread and originated outside of Accolade on ubiquitous Microsoft systems, they are experiencing intermittent issues in phone and digital messaging as well as with some of the systems relied on from carrier and other vendor systems.  
 
The Accolade member experience via web and our mobile app is operational, including digital messaging. Some features may be temporarily unavailable if they are downstream from impacted partners. Via telephone, some members may experience longer hold times. Accolade has added information to both telephone IVR and digital messaging channels letting members know of the delays and requesting patience. 
  
Several systems are coming back online and Accolade is actively bringing more and more care team members online to further reduce the impact of the event. Increased capacity is expected throughout the day and into the weekend. 
 
Please reach out to the Customer Success team using your member card information with any questions.


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