Teladoc HHS system info - Wed Jul 28 13:50:22 PDT 2021

main systems status
greenAll systems available
yellowSome impact to customers and/or intermittent failures
redComponent unavailable
 
InTouch Classic: High-acuity endpoint devices
High-acuity endpoints including robots, carts, and tablets, which are connected to the Teladoc HHS telemedicine network.
[BR] Solo / IWA: Intake + Smart Notes v4 + Coordinator
[Brazil] Solo / IWA web application, including the system dashboard, virtual waiting rooms, and the web-based Provider Access application, and the patient Intake, Smart Notes, and Coordinator (scheduling) modules.
[CA] Solo / IWA: Intake + Smart Notes v4 + Coordinator
[Canada] Solo / IWA web application, including the system dashboard, virtual waiting rooms, and the web-based Provider Access application, and the patient Intake, Smart Notes, and Coordinator (scheduling) modules.
[DE] Solo / IWA: Intake + Smart Notes v4 + Coordinator
[Germany] Solo / IWA web application, including the system dashboard, virtual waiting rooms, and the web-based Provider Access application, and the patient Intake, Smart Notes, and Coordinator (scheduling) modules.
[EU] Solo / IWA: Intake + Smart Notes v4 + Coordinator
[EU] Solo / IWA web application, including the system dashboard, virtual waiting rooms, and the web-based Provider Access application, and the patient Intake, Smart Notes, and Coordinator (scheduling) modules.
[US] Solo / IWA: Intake + Smart Notes v4 + Coordinator
[US] Solo / IWA web application, including the system dashboard, virtual waiting rooms, and the web-based Provider Access application, and the patient Intake, Smart Notes, and Coordinator (scheduling) modules.
Teladoc LP systems
The Teladoc LP web applications, including patient and provider interfaces.
Reach Access systems
The Reach Access applications, including patient and provider interfaces.
Reach v5 systems
The Reach v5 web applications, including patient and provider interfaces.
Corporate email
The InTouch corporate email system.
Text messaging alert system
The text messaging alert system used to communicate system outages and other urgent alert information to customers.
Technical Assistance Center phone system
The InTouch Technical Assistance Center (TAC) phone system.
greenInTouch Classic: High-acuity endpoint devices
green[BR] Solo / IWA: Intake + Smart Notes v4 + Coordinator
green[CA] Solo / IWA: Intake + Smart Notes v4 + Coordinator
green[DE] Solo / IWA: Intake + Smart Notes v4 + Coordinator
green[EU] Solo / IWA: Intake + Smart Notes v4 + Coordinator
green[US] Solo / IWA: Intake + Smart Notes v4 + Coordinator
greenTeladoc LP systems
greenReach Access systems
greenReach v5 systems
greenCorporate email
greenText messaging alert system
greenTechnical Assistance Center phone system

main: RE: Update Kaseya Ransomware Attack~~ Teladoc Health and its Customers continue to be protected from the Kaseya Ransomware Attack.~~ As previously communicated, we were notified by Kaseya on July 2, 2021 at 12:40 PM PT that Kaseya had observed attacks against some of their customers with on-premise servers of Kaseya Virtual System Administrator (VSA). All servers were shut down on July 2, 2021, at 1:07 PM PT and we were able to confirm that our servers and Teladoc Health robots/devices were not infected.~~ The Kaseya servers are still shut down and will remain shut down as we work through the vendor recommended steps and update that will address the threat. Our customers' devices continue to be fully operational.~~ On July 7th at 6:45 PM PT, Kaseya provided its customers with a detailed runbook to prepare systems to receive the new software release of the affected platform. We applied the preparatory steps to our isolated test environments and found no issues. Note, the last preparation step includes the addition of enhanced security monitoring of the servers FireEye.~~ On July 11th, Kaseya released a software update for on-premise servers. Unfortunately, the installation script failed to connect to the back end database. We reported the issue to Kaseya and they are working on an updated script to address the issue. As soon as the new code is released, it will be installed in Teladoc Health's isolated test environments to assess the impact of the update. ~~ Proceeding with an abundance of caution, Teladoc Health plans to wait several days for the newly updated system to be vetted by Kaseya customers and the broader security community. The update will be deployed to our production environment only after consensus is achieved indicating that the system is immune to the specific attack and others like it.~~ We will notify our customers prior to turning up our production instance of the Kaseya platform. Updates will continue to be provided as more information becomes available. ~~
  • classic: RE: Update Kaseya Ransomware Attack~~ Teladoc Health and its Customers continue to be protected from the Kaseya Ransomware Attack.~~ As previously communicated, we were notified by Kaseya on July 2, 2021 at 12:40 PM PT that Kaseya had observed attacks against some of their customers with on-premise servers of Kaseya Virtual System Administrator (VSA). All servers were shut down on July 2, 2021, at 1:07 PM PT and we were able to confirm that our servers and Teladoc Health robots/devices were not infected.~~ The Kaseya servers are still shut down and will remain shut down as we work through the vendor recommended steps and update that will address the threat. Our customers' devices continue to be fully operational.~~ On July 7th at 6:45 PM PT, Kaseya provided its customers with a detailed runbook to prepare systems to receive the new software release of the affected platform. We applied the preparatory steps to our isolated test environments and found no issues. Note, the last preparation step includes the addition of enhanced security monitoring of the servers FireEye.~~ On July 11th, Kaseya released a software update for on-premise servers. Unfortunately, the installation script failed to connect to the back end database. We reported the issue to Kaseya and they are working on an updated script to address the issue. As soon as the new code is released, it will be installed in Teladoc Health's isolated test environments to assess the impact of the update. ~~ Proceeding with an abundance of caution, Teladoc Health plans to wait several days for the newly updated system to be vetted by Kaseya customers and the broader security community. The update will be deployed to our production environment only after consensus is achieved indicating that the system is immune to the specific attack and others like it.~~ We will notify our customers prior to turning up our production instance of the Kaseya platform. Updates will continue to be provided as more information becomes available. ~~
  • brazil: All systems available
  • canada: All systems available
  • germany: All systems available
  • eu: All systems available
  • solo: All systems available
  • lp: All systems available
  • reach4: All systems available
  • reach5: All Systems Available

Please see the Platform Performance Updates page for information about our system and product upgrade plans, updated daily. The password to access this page was shared in an email from InTouch Health.

To report issues please contact Teladoc HHS's Technical Assistance Center at 877-484-9119