Updates on the data center outage impacting a subset of Aloha cloud-based services and Counterpoint

May 26, 2023

Thank you for your patience as we continue our recovery of impacted Counterpoint applications. Here is an overview of Counterpoint recovery plan progress:

• Customer Connect and Smart Alerts remain on target to be back online by Friday, June 2.
• The User Portal is now live with limited capabilities.
  • Payment Profile Updates and Secure Pay registration and account changes are live.
  • CSS Renewal, CPMobile Registration and Training Registration functionality is targeted for Friday, June 2.
  • Some documentation and software download capabilities are not yet available.
• We are currently evaluating the billing schedule for Secure Pay and Quarterly Software Maintenance/CSS. We will email you once we have a definitive billing date.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Counterpoint applications as quickly as possible and will continue to share updates as the plan progresses.

Need support now? Please contact your NCR partner. Temporary solutions are available while the restoration process is underway.

May 19, 2023

NCR Counterpoint customers,

Thank you for your patience as we work to recover impacted Counterpoint applications. Here is an overview of our Counterpoint recovery plan progress:     

• The Customer Connect and Smart Alerts applications have been built out in our new environment. Testing is underway. We expect to bring these applications back online by Friday, June 2, if not sooner. We will send a separate email to confirm these timelines.
• User Portal testing is ongoing. Final testing is planned for the week of May 22 with a target launch date of Friday, May 26.
• CPMobile is now live.
  • Customers who have not deployed the patch can now access the service. 
  • Customers who have deployed the patch do not need to take any action. Your partner will coordinate with you to remove the unnecessary software at a future time.
• We are currently evaluating the billing schedule for Secure Pay and Quarterly Software Maintenance/CSS. We will email you once we have a definitive billing date.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Counterpoint applications as quickly as possible and will continue to share updates as the plan progresses.

Need support now? For configuration changes, new Secure Pay account setup and CPMobile issues, please contact your NCR partner. Temporary solutions are available while the restoration process is underway.

NCR Aloha customers,

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty, Stored Value, Mobile Pay, Pulse, Customer Voice and Aloha Restore are now online in our new cloud environment. Please read the additional application recovery updates, below.

• Aloha Restaurant Guard is now fully restored.
• Aloha Update (alohaupdates.com; for NCR employee use) is also now online and available. If you have a business-critical product or version not yet available for download, please contact your NCR account executive.

The security and integrity of our systems are top priorities for NCR. Thank you for your patience and continued partnership as we worked to re-establish secure access to the impacted Aloha applications.

May 17, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty, Stored Value, Mobile Pay and Pulse are now online in our new cloud environment. Please read the additional application recovery updates, below.

• Customer Voice, Aloha Restore and the Aloha Update Suite Installer (package.alohaupdates.com) are now online and available. As a reminder:
  • If your company uses the Suite Installer for Aloha application deployment, all existing deployment links will need to be recreated. This is a result of rebuilding Suite Installer in our new environment.
  • Aloha Restore historical data is available upon request using the contact info listed below.  
• Aloha Restaurant Guard and a version of Aloha Update (alohaupdates.com; for NCR employee use) is on track to go live on Friday, May 19. We will email you confirmation once these applications are successfully restored.
  • If you have a business-critical product or version not yet available for download, please contact your NCR account executive.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process. To read more about our recovery plan updates, view our cybersecurity updates page on ncr.com.

May 16, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty, Stored Value, Mobile Pay and Pulse are now online in our new cloud environment. Please read additional application recovery updates, below.

• We are targeting tomorrow, Wednesday, May 17, to go live with Aloha Restore, Customer Voice and the Aloha Update Suite Installer (package.alohaupdates.com).
  • If your company uses the Suite Installer for Aloha application deployment, all existing deployment links will need to be recreated. This is a result of rebuilding Suite Installer in our new environment.
  • Aloha Restore historical data is available upon request using the contact info listed below.  
  • We will email you confirmation once the applications are live.
• We are also targeting end-of-day Friday, May 19 to restore Restaurant Guard and a version of Aloha Update (alohaupdates.com) for NCR employees to use.
  • If you have a business-critical product or version not yet available for download, please contact your NCR account executive.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process.

May 11, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty, Stored Value, Mobile Pay and Pulse are now online in our new cloud environment. Please read the additional application recovery updates, below.

Pulse Real-Time API is now enabled and the connection is restored. Data connections should now be flowing to you and your partners (e.g., OpenTable or Up ‘n go).

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process.

May 6, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty, Stored Value and Mobile Pay are now online in our new cloud environment. Please read the additional application recovery updates, below.

• The Pulse Real-Time mobile app is now live, but you may be experience slowness in its performance. This is to be expected as we restore this application.
  • Please note that historical data may not be immediately visible. This may affect your ability to use tiles or metrics that rely on historical data. We are working on restoring the data, dating back 400 days before the start of the outage, and will notify you when it is available.
  • The applets for NCR Back Office, which enable mobile inventory and scheduling, are also now available in the Pulse app.
• We are targeting Thursday, May 11, to enable Pulse Real-Time API.
  • This will restore data to you and your partners (e.g., OpenTable or Up ‘n go).
  • We are working on restoring the data, dating back 400 days before the start of the outage. We will notify you when the data is available.
• Real-time data is now flowing to the Transaction Document Management (TDM) service on the NCR Commerce Platform.
  • Please note: There may be gaps in historical data dating from April 11. We are working to restore historical data as soon as possible. We anticipate data restoration to be complete in the coming weeks.
• We are targeting next week to bring Aloha Update, Customer Voice and Restaurant Guard back online.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process.

May 5, 2023

Thank you for your patience as we work to recover impacted Counterpoint applications. Here is an overview of our Counterpoint recovery plan progress:

• New infrastructure for all impacted Counterpoint solutions has been stood up in a new cloud environment and our engineering team is actively working to rebuild the solutions.  
• The NCR Counterpoint user portal has been deployed to the new environment and is currently in the test phase. We expect to be able to communicate timelines on the anticipated availability of the user portal shortly. In the interim, please contact your NCR partner for support.
• A Counterpoint V8.5.7.1 patch is available for CPMobile customers that will temporarily restore service. Once the CPMobile registration service is restored, the patch will no longer be necessary.
• The redeployment of Customer Connect and Smart Alerts in the new environment is ongoing. However, at this time, there is no ETA on the restoration of service. We will update you on our recovery plan as soon as possible.
• Billing for Secure Pay and Software Maintenance/CSS has been delayed. We expect billing to resume in the coming weeks.

The security and integrity of our systems are top priorities for NCR. We are making progress configuring Customer Connect, Smart Alerts and billing for Secure Pay and Software Maintenance/CSS in the new environment. We are working around the clock to re-establish secure access to the impacted Counterpoint applications as quickly as possible and will continue to share updates as the plan progresses.

Need support now? For configuration changes, new Secure Pay account setup and CPMobile issues, please contact your NCR partner. Temporary solutions are available while the restoration process is underway.

May 3, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office (NBO), Insight, Command Center (CMC), Loyalty and Stored Value are now online in our new cloud environment. Please read the additional application recovery updates, below.

• Mobile Pay, our QR-code and text-based payment solution, is online and available. 
• Last week, we emailed to let you know that Aloha Loyalty and Stored Value are now online. Here are some follow-up details:
  • Transactions performed with Aloha Loyalty and Stored Value during the outage period are now synced and should be visible in your systems. 
  • Third-party integrations for Aloha Loyalty and Stored Value are now restored.
  • Loyalty/Stored Value alert and report emails continue to send but are still experiencing delivery delays. 

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process. 

April 28, 2023

Our team continues our 24/7 efforts to execute our recovery plan to re-establish secure access to impacted Aloha applications. Aloha Configuration Center (CFC), NCR Back Office and Command Center (CMC) are now online in our new cloud environment. Please read the additional application recovery updates, below.

• Catalog Service, part of the Menu Solution offered on the NCR Commerce platform, is now online and updated with the most recent menu item and pricing information. With the restoration of Configuration Center, the data sync from Configuration Center to Catalog Service is now complete. Customers who leverage Catalog Service (or have third parties that use catalog data), can restart their processes.

• Aloha Insight data continues to poll, and the application is also now live. You may now log into Insight. Here are the details:
  • Missing polling data for the outage period will automatically repoll. You do not need to request a repoll of your data.
  • Your data may still be polling, resulting in incomplete store reports until the polling process completes.
  • Insight alert and report emails will resume sending now. However, email delivery may be initially delayed by up to a few days. You may still pull reports from the portal at this time.
  • For customers using data replication, please call your Account Executive or NCR Support to provide your desired replication credentials if you have not already done so. Replication will be restored at a later date.

• Aloha Loyalty and Stored Value are also live and available. Here’s what you need to know:
  • Transactions performed during the outage period are now syncing. These transactions will not be visible in the systems until the sync is complete.
  • Third-party integrations for Aloha Loyalty and Stored Value will be restored at a later date. We will notify you when we have a firm time frame.
  • Loyalty/Stored Value alert and report emails will resume sending now. However, email delivery may be initially delayed by up to a few days. You may still pull reports from the portal at this time.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the remainder of our restoration process.

April 26, 2023

Our team continues our 24/7 efforts to execute on our recovery plan to re-establish secure access to impacted Aloha applications.

Here is an overview of our recovery plan progress:

• Aloha Configuration Center (CFC) is now fully restored and CFC data is synced. The CFC HR Bridge web services connection is also live. See the April 25 “CFC is now restored” email for more information.
• Aloha Insight data is actively polling. This process synchronizes your store data to our new cloud environment. Please be advised that polling may take several days to complete, and we’re committed to keeping you updated throughout the process. Please see the “NCR recovery plan update: Insight data is now polling” email sent yesterday for more information.
• NCR Back Office is now live in our new cloud environment and data is available for import/export. Here are some details:
  • Please begin importing your Aloha POS in-store labor and sales data (employee records, clock-in/outs, deposits, product mix and sales) for April 10-20. Importing the historical data is vital to assuring all data is exported to the Data Mart and available when replication restarts.
  • Customers with replication feeds: Please call your account executive or NCR Support to provide your desired replication credentials if you have not already done so.
  • The NCR Back Office applet in Pulse will not come online until the Pulse application is re-enabled.
• The Command Center (CMC) application is fully online, and online ordering has resumed for the subset of CMC customers impacted by the outage.
• We are also executing on our recovery plans for all other impacted applications.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will continue to send updates through the reminder of our restoration process.

April 21, 2023

Our team continues our 24/7 efforts to execute on our recovery plan to re-establish secure access to impacted Aloha applications. Please know we have heard your feedback and developed this plan based on the priority items we believe will help you get back to business as usual as soon as possible.

Here is an overview of our recovery plan progress:

• The Command Center (CMC) application is fully restored, and online ordering has resumed for the subset of CMC customers impacted by the outage.
• NCR Back Office is now live in our new cloud environment and ready for normal in-store procedures, such as data imports, adding employees, etc. Here are some details:
  • Each site’s sales and clock-in/out time information from the outage period is stored on the back-of-house controller. You may now, at any time, import this data to begin syncing in the live environment. For larger customers, please note data imports should be staggered to avoid latency.
  • You may also begin adding employee records, inventory postings, shift edits, and deposits dating back to April 10.
  • Customers with data replication feeds in place: Please see the email sent to your technical contacts this past Wednesday. We will send out information on when replication feeds will be enabled in the near future.
  • The NCR Back Office applet in Pulse will not come online until the Pulse mobile app is restored.
• We are making progress configuring the Insight and Pulse cloud environments. We emailed replication configuration instructions to technical customer contacts with replication feeds for Insight this past Wednesday.
• Aloha Configuration Center (CFC) plans are also progressing. Please ensure you are documenting all offline changes made since April 10 to re-enter once the application is back online. Please see the email sent earlier today from NCR Hospitality for more information and important actions required to ensure a successful restoration.
• We are also executing on our recovery plans for all other impacted applications.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible and will continue to share updates as the plan progresses.

April 18, 2023

Our team continues our 24/7 efforts to execute on our recovery plan to re-establish secure access to impacted Aloha applications. Please know we have heard your feedback and developed this plan based on the priority items we believe will help you get back to business as usual as soon as possible. We previously shared our goal to bring all impacted applications back online this week, and while that remains our target, we hope to restore your services sooner.

Here is an overview of our recovery plan progress:

• We aim to fully restore the Command Center (CMC) application in the next 24 hours. Once this is complete, online ordering will resume immediately for the subset of CMC customers impacted by the outage. There are no actions required for online orders to begin flowing once this capability is restored.
  
• We are also standing up Insight and NCR Back Office cloud environments. Once these applications are available, Insight, NBO and Pulse will require time to upload and process your restaurant data. Impacted customers can expect an email with detailed replication configuration instructions in the coming days.
• Aloha Configuration Center (CFC) plans are also progressing. Your technical contacts can expect more information on how to replicate audit logs in the coming days.
• We are also executing on our recovery plans for all other impacted applications.

The security and integrity of our systems are top priorities for NCR. We are working around the clock to re-establish secure access to the impacted Aloha applications as quickly as possible. We will have further updates on the timeline for rebuilding this new environment and we continue to target this week to bring these applications back online.