"Happy to report we have clients that…"

Happy to report we have clients that have been restored, No doubt this has been a painful experience. I have learned a lot and refuse to stand in judgement of anyone. I did not do a good job of understanding risk and a poor job of minimizing risk. Worst of all I now see how poorly I have been compensated for taking the risk. All in all my clients have been understanding. So I should do the same. I either use pain as a birthplace of growth or choose to sit in the mud, be a victim and complain how I could have done it better. Lets all choose gratitude!

"Just want to know where we stand today"

Just want to know where we stand today. I cannot seem to get any updates. Frustrating.

"One Week After Ransomware Attack....More Manipulation"

It has been a week after Insynq's server went down due to a ransomware attack and all of their clients not having access to their company data.....and this morning (the start of a new week) they made sure to manipulate their words in their latest update to say they were starting the process of getting desktops back online tweeting "Update: We're beginning to turn on customer desktops, and will continue to do so throughout the week as we confirm no traces of malware remain." With a similar message on their Website Support Update page started off with - "We are beginning the process of restoring to customers their data and backups confirmed to be safe "

I forwarded this update to several IT Experts I have on standby here in Houston to help backup and transfer my company's data from Insynq to a new set of servers in Houston that will be backed up in Atlanta, New York and soon to be the West Coast, once I receive it, and they TOO read Insynq's update to say the same thing.....that the process of desktops going back online was started today. Thus, we have ALL been waiting.

But by the end of the day a fellow Insynq client posted on twitter her frustration that she had just called Insynq Support and was told that NO DESKTOPS went online today even after we were told the opposite in this morning's update...that she TOO understood to be desktops would be going online today.

So then I called Insynq support to ask about this "progress" they told us was happening today, and they said NO ONE has been "processed" online and they cannot give an ETA of when that will actually start happening. She just kept saying they started the process. So I asked her "what process is that if no desktops are going back online and you can't give an ETA?"

Because I started to question what this meant because it sounded like what we've been hearing for a whole week, just in a different layer of words, the lady got upset with me, talked over me and THEN hung up on me. She did not give one damn about my frustration, fear and level of anxiety of what is going on. I tried calling Insynq support back after she hung up on me, and they ignored my call, never answering the phone. I was literally left on hold for more than 3 hours with no one picking up.

This lady was a robot just reading from a piece of paper that said the exact same thing the website said. Like they have done since this whole thing started. After that, she is not allowed to say anything else. So if we question what that means, she becomes rude, talks over you, and then hangs up on you. This has also been noted in other people's experiences per their reviews below.

I may not be the smartest person on the planet....but I am pretty keen to the attempt and power of manipulation....and therefore, I am BY FAR a person who can be manipulated. Insynq is CLEARLY doing a PR stunt with their changed wording to what has happened and their progress, in their attempt to AGAIN keep us in the dark. It is no coincidence this update happened on the turn of a new week.

If you are going to post an update on Monday morning saying you are starting the process of putting desktops back online you know damn well how we (clients who are desperate to receive our information to keep businesses and lives going) will perceive that to mean. This is not brain science. This is after all, why you chose those words to begin with. Otherwise, you would have just said the same thing you said last week....that you are working really hard to get our information but are not being able to give an ETA. Because that is essentially what is STILL happening since no one is getting their desktops back online.....AND you cannot give an ETA.

Just when I think that this company will turn on the level of callousness it has shown its clients since the beginning of this horrific experience, and the sheer number of people who's lives are being affected by this, they do something like this. Not to mention that after they turned their Insynq twitter account back on Friday night, after an investigative journalist called them out for shutting it down and hiding their Facebook comments to shut their clients out and turn their back on them, they tweeted over the weekend to "have a good weekend," showing how completely ignorant to the sensitivity of this situation. You would think that by now they would really grasp the magnitude of the number of people being touched by this......but their behavior shows otherwise.

This company has clients that have to pay up to 200 employees, who live paycheck to paycheck (as noted in a review below), and they are telling people to have a good weekend while they provide no information as to whether we will be back online, whether our information is in tact. Nothing. Just that they are working on it. So we are left in the dark as to whether we will have anything to work with, or when. But...."have a good weekend!!"

Even if Insynq can't give out the details of what is happening, which I completely understand,.....constantly updating us on the progress that is being made is KEY to helping calm down nerves. This is essentially Psychology 101. BUT...it has to be TRUTHFUL and consistent. Spinning words...acting like it doesn't matter, hanging up on people, and saying to have a good weekend should NOT be part of it.

I am constantly left speechless by how this company is handling this. Through my level of fear, frustration and high anxiety I've tried to be open and flexible in what they can possibly be going through. But when you see crap like this over and over and over again.....it is unimaginable how this company can do and act this way toward the people they serve KNOWING livelihoods are at stake. There is no excuse.

All this company cares about is saving face. Not saving or connecting with its clients. This is why I never heard back from the CEO after his response to my review below to contact him to talk about what is going on. I did contact him and never heard back. Not even an email. He posted the same response to a few other people. It is clearly all done for show.

This is immensely sad....because all we want is our data so that we can run our business and keep livelihoods in tact. Communication, respect, and sensitivity is KEY. In my opinion it is not just our business that is at stake, as Insynq has also taken a big blow during all of this too. So we are essentially all in this together. But Insynq doesn't make us feel this way, and they certainly don't act like it. I am a strong proponent for redemption. Every day you have an opportunity to do better. Insynq - Do better.

"I don't even know where to begin with…"

I don't even know where to begin with this outage at iNSYNQ wreaking havoc on our small business. Inventory Management, Sales order/Purchase Order processing, Bill Pay, Payroll, Invoicing all unavailable for 5 days. It is crippling our ability to perform even small tasks for our customers. Fear our employees are bearing the brunt of it (aside from our customers).

Ever tried telling a room full of people they won't be getting the $ they earned when they expected to get it. Since I chose iNSYNQ as our provider, I chose to take the blame in that meeting and not make excuses. I am paying critical, personal bills (mortgage payments, medical bills, insurance premiums, Rx bills, Phone bills) for my employees out of my personal checking due to the missed payroll on Friday... It's the only way I can think of to make this bearable on them .
Forced to cancel the 1 and only vacation my family had scheduled this year (1 full week in beautiful Ontario on a houseboat) Significant deposit gone!!! because I couldn't leave my company and employees without the proper tools to do their jobs. Thankful we still have access to e-mail, or we would no longer exist as a trusted option in our industry, or as a company altogether. At this point, wish I never would have chosen iNSYNQ... the apologies only go so far almost a week into this ordeal... and having to tell my kids I'm going back to the office instead of packing for Ontario is something I will never forgive iNSYNQ for. This has affected all of us 24 hours/Day for the last 6 days... not just 8 - 5 T, W, TH, FRI.
Guess there is nothing left to say.

"Why am I posting??"

Why am I posting??? I am just a small company that is in its infancy. But as with every business starting out we watch ever penny and cross the t's and dot the i's. Every step is critical for survival in the startup. Your "outage" has caused me extreme stress. I am coming off a heart attack and stroke all in the past 21 days. And while I have been in and out of hospitals treating my health. Doctors are telling me to lower my stress. Well you have not helped....
I know it is not your fault for the outage. But what I find unacceptable is ZERO communication. All you are about is excuses... Yes your page has a statement. But like all the folks who are in the same boat I am your silence speaks volumes... You have companies who are in much worse shape than me for loss of services. I am already shopping for a new provider of remote services. And I am sure many others are also. It would serve you right if you lose a large chunk of your clients. Not because of the outage. Because your cowardice in communication with what is going on and helping reassure your clients that you can fix this issue.
In today's environment we all expect results immediately because of social media and just plain ease of access to the computer/internet. Bottom line. You are probably to young to understand that people need to be reassured and taken care of. You have lost all touch with how to communicate because you are behind a computer all day and have no idea how to interact with "real people".
So whether you fix it sooner or later learn how to communicate.

"If It's Raining Outside, Should One Ask The Weatherman To Confirm?"

Ok folks. I'm not a highly educated person and do not have the ability to express myself as eloquently and succinctly as most you. I know virtually zero about the technical workings of computers and the related peripherals, however, I don't need a weatherman to tell me it's raining. WT*, ELLIOTT????? Lay off the subterfuge and obfuscation...the pooch has been screwed!!. Y'all did not have industry standard back ups nor an industry standard disaster recovery plan in place. Y'all bet on the come that this situation wouldn't happen to you. And why did you place that misguided bet?
F**king greed mi amigo. It would have cost you some pretty pesos to do that. Now I'm scrambling to make payroll, I have financial statements and 2018 tax return to complete for a much needed loan and here I am in this situation because Insync. Now here's the deal, it ain't like I'm God and you're Abraham and I'm asking you to go murder your child so you can prove how much I mean to you. No, no mi hermano, I'm easy. I just want you to come clean and tell all of us the truth. "Your data is gone FOREVER!!! It's gone. There is nothing to recover. ZERO, ZILCH, NADA." The truth will set you free. Moreover, you need to put that shovel down...you're hole is just getting deeper.

"I Choose to Trust..."

Update: I guess I’m one of the fortunate ones. Along with receiving emails from the CEO daily, My sales rep has been emailing me regularly throughout this ordeal as well. I don’t have any extra info, but at least he’s kept in touch.

Original Post: I am a small bookkeeping/payroll firm that uses InsynQ hosting for my QB Desktop clients as well as all those I handle exclusively in house. Yes, I am giving InsynQ a high rating now even though I have experienced what everyone else is experiencing with the servers being down. I choose to trust that the employees and the CEO are doing everything in their power to get things back to normal. I also choose to believe that they are giving me what info I need to know while at the same time trying to keep those that may have perpetrated this terrible attack from knowing just how much damage they have done. I have received an email from the CEO once each day to let me know that they are working on it, not promising anything they can’t perform.

I also feel that I am as much to blame for me not being able to access my files as InsynQ is for the attack in the first place. I should have known better by making sure I kept making regular backups and moved them off the server just in case something like this happened even though they do backups.

"Very, very concerned"

As other people have voiced, I am completely amazed at what has happened and particularly at how it has been handled. We have been with Insynq for about 10 years or so. We have never had an outage that lasted over a couple of hours, and I believe that has happened only once.

It is a terrible thing that has happened, whatever it is. I feel for the employees of Insynq. We have worked well with the Support Team and Insynq's Engineers and we have always overcome whatever issues we had.

However, this time the lack of information is absolutely unforgivable. We have about 200 employees and depend 100% on Insynq's hosting of our accounting and payroll (Quickbooks) as well as our Contact Management System (ACT!) that holds over 22,000 contacts with their history, some going back to 2003, when we opened our company. We also use Insynq to host MS Office and our email, which many of us can still access using our cell phones.

Never once a response from Insynq's CEO. Never once a decent explanation about what has happened.

I need...my company needs...my employees need for this to get fixed and to get fixed now. If we can't process payroll, I can envision losing the majority of my employees, mostly Caregivers, who tend to live paycheck to paycheck.

This is extremely serious. I am concerned about my company's future if we can't recover our data quickly.

"Fooled again by iNSYNQ (second time)...There won't be a 3rd!"

For the second time in less than 18 months, INSYNQ is down again. We were told that they had "redundant systems" and data centers for security. When I asked them today why they don't just use the other data center, the Tech Support representative said, "this is the only data center I am aware of." So much for securing our data an insuring up time.
To my knowledge, Ransomware shouldn't even be able to traverse discrete VM's. They must have a "mass share" of something very common to their VM set up. Scratching my head on this one. Fooled again

"We have also been down for more than 48…"

We have also been down for more than 48 hours and no response and no estimates are not acceptable. Very interested in any suggestions of where to move our hosting for Sage 50