Disclosure of refresh outage earlier this week

Megan, I want to get ahead of this rather than have you hear it second-hand. To be transparent: our nightly refresh was down from Tuesday through Thursday this week. During that window the brain kept answering queries, but it was working from data that had not been refreshed overnight. The refresh is running normally again as of Thursday. I know you asked during the evaluation to hear about any incidents, and I know where things stand on your side. You should still have this from us directly, in writing, and not find it out later. Hannah is copied. She will put the technical detail in writing, including what we know about cause and what we have changed. She will only state what we have confirmed, and she will say where we are still checking. If there is anything specific you want covered in that write-up, tell us and we will make sure it is in there. Thanks, Jordan

Jordan, For the record, I have received your disclosure of 24 Jul 2026 and have logged it against the open findings on the file. I will say plainly that your decision to tell us directly is noted. Our risk posture is that vendors disclose before we find out, and you did. To complete the record, please have Hannah confirm the following in writing: 1. The exact start and end of the period in which the refresh did not complete. 2. Whether any customer data was altered, lost or exposed, or whether the impact was limited to freshness. 3. The confirmed root cause, and which controls detected it. 4. What has changed to prevent recurrence, with an owner for each change. Please be precise about what is confirmed and what is not. "Best effort" statements will not be accepted into the file. As before, I cannot share anything about how the review was scored or weighted. Nothing in this exchange is an approval of any kind. Megan Alvarez, CISO