TIMING:

 August 16, 2023, 9:54 AM to 10:25 AM MT

 DESCRIPTION: 

 ClaimSearch Customers were unable to log in to ClaimSearch services.

 IMPACT:

 Unable were unable to access ClaimSearch Services.

 ROOT CAUSE:

 The Domain Name System (DNS)[*] resolution for the ClaimSearch services is supported by the third-party DNS platform. On Wednesday, August 16 around 9:54 AM ET, the Verisk Infrastructure team made a configuration change to the DNS platform while addressing an issue for another business unit within Verisk. Unfortunately, due to human error, the configuration was erroneously applied to all domains within Verisk instead of only the domain intended to be impacted. This resulted in Verisk customers being unable to access all the ClaimSearch Services.

 CORRECTIVE ACTION:

 On Wednesday, August 16 around 10:25 AM ET, the Verisk Infrastructure team reverted the misconfiguration in the DNS platform to resolve the issue.

 PREVENTATIVE MEASURES: 

 ·         The Verisk leadership has identified and implemented training opportunities to prevent similar human errors during troubleshooting. This includes implementing peer reviews and approvals for the high-critical changes during troubleshooting.

·         The Verisk change management team has insisted that the Verisk Infrastructure team follow the change management process for disruptive infrastructure changes, including troubleshooting.

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[*] Domain Name System (DNS) is a decentralized hierarchical naming system that translates human-readable domain names (such as www.example.com) into the numerical IP addresses (such as 192.0.2.1) used by computers to identify and communicate with each other on a network, such as the internet.