Dutch company Wolters Kluwer makes the software on which many of the world’s small and mid-sized accounting firms run.
Last week, a cyberattack took down that software and presented a case study in how not to communicate with customers over a hack.
The company told its followers on Facebook and Twitter on May 6 that, out of caution, it had taken some of its cloud-based software applications offline. But the opaque 48-word statement didn’t explain why, and left customers frustrated and worried.
"Going dark as much as you have has done nothing to stop us from fearing the worst," one person replied on Twitter. "Has there been a security breach?" asked another.
Martin Wuite, chief information officer at Wolters Kluwer, was trying to find out, too. He’d become aware of anomalies in his company’s servers around 2pm Central European Time on Monday after an automated monitoring system had flagged something was wrong.
"Customers were alerted immediately as soon as we discovered the issue," he said. "When we detected the malware, we proactively took a broad range of platforms offline to protect our customers’ data."
Wolters Kluwer, based in small town in the Netherlands and with a market value of around $19 billion, is a little known accounting software giant, providing services to health, tax and compliance industries. According to the company, 93 per cent of Fortune 500 companies are its customers.
While Mr Wuite worked on Monday in Holland to uncover the extent of the problem, Amber Deiterich, a senior tax accountant at Collings CPA Firm in Tuscon, Arizona, arrived for work prepared for a busy week. Collings’ non-profit clients face a May 15 deadline to file their tax returns with the US Internal Revenue Service. Failing to do so may result in financial penalties.
Turning on her office computer, Ms Deiterich noticed the software she uses for everything from entering client data to electronically filing tax returns, wasn’t working. She’d become accustomed to periodic outages of Wolters Kluwer software - which includes CCH SureTax and CCH Axcess - since her firm signed on as a customer in the fall of 2018.
But this time, something was different. A message told her the software was down for “scheduled maintenance” and wasn’t expected to be up and running again until the next day. She tried to check the website of Wolters Kluwer, but that was offline too. When she called a customer support number in the US a message said the company was experiencing technical difficulties. Then the line went dead.
Ms Deiterich turned to social media, where CCH customers across the world were complaining of the same issue. Almost 24 hours after the outage first began, she saw the short message Wolters Kluwer had posted to its US Facebook page - not a channel the company had used for such important communication before - about its "network and service interruptions".
"You could do a basic Google search and find out more than they were reporting,” she said.
Two years ago this month, the UK’s National Health Service was one of innumerable institutions crippled by a cyber attack and a piece of malware called WannaCry. The Dutch malware attack has seen Wolters Kluwer join a growing list of high-profile companies and institutions that failed to protect their core assets from devastating cyber-attacks.
Kris McKonkey, who heads the cyber threat detection and response team for accounting and consulting firm PwC in the UK, said that attacking the "software supply chain" - especially enterprise software that is used across a particular industry or sector - is an increasingly popular tactic for sophisticated hackers, including groups associated with nation-states.
In 2017, malware known as NotPetya targeted accounting software called ME Doc which was used throughout the Ukraine. From there, the attack spread around the globe, ultimately crippling operations at AP Moller-Maersk and a number of other companies. Total damages from NotPetya are thought to run to a reported $10bn. Security experts believe NotPetya was launched by Russia as part of an on-going cyber campaign against Ukraine.
On Tuesday, about 24 hours after Wolters Kluwer confirmed malicious software in its network was the cause of the disruption. More products were pulled offline to try and limit damage.
"We have a deadline on 5/15 and need to be filing extensions/returns," one person wrote in response on Twitter. "Wolters Kluwer, you are going to be responsible for any penalties and interest," another vented.
During the outage, Ms Deiterich said she and the other tax accountant who works for Collings, plus an executive assistant, sat idle. Unable to access their time keeping records on CCH, Collings missed its payroll deadline, meaning Ms Deiterich and the other tax professionals will get paid late.
Collings had considered resorting to old-fashioned paper forms to meet tax filing deadlines for clients, she said, but even doing that was problematic because all of the client data they needed to fill in those forms was inaccessible, stored on the CCH servers.
Many of Wolters Kluwer's clients are small to mid-sized accountancy firms who rely on a whole suite of products. Both Collings CPA and the Tidwell Group, a firm of 200 accountants and consultants headquartered in Birmingham, Alabama, use CCH’s software not just to file client tax returns, but to keep track of their own billing and accounts receivable.
"We are one of the firms that has gone all-in with them," Wayne Jordan, the chief information officer at Tidwell Group said of CCH’s suite of products. “Without it, we were fairly helpless.”
On May 8, Wolters Kluwer published a statement to say it had created a temporary telephone support line, but with a caveat: "While we may not be able to directly answer your question, we will forward your inquiry internally to the appropriate party."
It wasn’t until the afternoon of Thursday, May 9, that Mr Jordan discovered service had been restored and he could electronically file tax returns with the IRS. He only found out by repeatedly trying to use the service, not through any official channel, he said. “Communication was the biggest problem we experienced throughout the whole event.”
Even Wolters Kluwer’s staff were kept in the dark. When asked on Thursday about reports about a malware attack on the company, one customer service representative based in Canada said: "We don’t have any information so far, we don’t know yet what happened."
Mr Wuite told Bloomberg that the company had seen "no evidence that customer data or systems were compromised or that there was a breach of confidentiality of that data" and that law enforcement had been alerted to the breach. There was no indication of data loss or other effects, nor any potential risk to client data, he said. The company told Bloomberg on May 11 that it had agreed with the IRS to grant tax filing extensions to some customers affected by the outages.
Many products are now back online, while some of which were functional since May 7. Mr Wuite said it’s working with third-party forensic firms to discover the "root cause" of the attack, but was unable to confirm which piece of malware - and which individual or other entity - was responsible for deploying it.
Mr McKonkey said that hackers will often try to compromise the servers that send out updates and patches to all users of that software, passing off their malware as a legitimate update. In some cases, the hackers’ target may be one specific firm that they know use that software and the other firms in the industry are simply considered "collateral damage". This is called "a waterhole attack", Mr McKonkey said, because it is like hunters staking out a water source in the Savannah to find big game.
"If you get the right software, you are guaranteed to get a whole swath of victims in that specific area," he said.
Killing of Qassem Suleimani
KILLING OF QASSEM SULEIMANI
Types of bank fraud
1) Phishing
Fraudsters send an unsolicited email that appears to be from a financial institution or online retailer. The hoax email requests that you provide sensitive information, often by clicking on to a link leading to a fake website.
2) Smishing
The SMS equivalent of phishing. Fraudsters falsify the telephone number through “text spoofing,” so that it appears to be a genuine text from the bank.
3) Vishing
The telephone equivalent of phishing and smishing. Fraudsters may pose as bank staff, police or government officials. They may persuade the consumer to transfer money or divulge personal information.
4) SIM swap
Fraudsters duplicate the SIM of your mobile number without your knowledge or authorisation, allowing them to conduct financial transactions with your bank.
5) Identity theft
Someone illegally obtains your confidential information, through various ways, such as theft of your wallet, bank and utility bill statements, computer intrusion and social networks.
6) Prize scams
Fraudsters claiming to be authorised representatives from well-known organisations (such as Etisalat, du, Dubai Shopping Festival, Expo2020, Lulu Hypermarket etc) contact victims to tell them they have won a cash prize and request them to share confidential banking details to transfer the prize money.
Our Time Has Come
Alyssa Ayres, Oxford University Press
Killing of Qassem Suleimani
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Series info
Test series schedule 1st Test, Abu Dhabi: Sri Lanka won by 21 runs; 2nd Test, Dubai: Play starts at 2pm, Friday-Tuesday
ODI series schedule 1st ODI, Dubai: October 13; 2nd ODI, Abu Dhabi: October 16; 3rd ODI, Abu Dhabi: October 18; 4th ODI, Sharjah: October 20; 5th ODI, Sharjah: October 23
T20 series schedule 1st T20, Abu Dhabi: October 26; 2nd T20, Abu Dhabi: October 27; 3rd T20, Lahore: October 29
Tickets Available at www.q-tickets.com
Stat Fourteen Fourteen of the past 15 Test matches in the UAE have been decided on the final day. Both of the previous two Tests at Dubai International Stadium have been settled in the last session. Pakistan won with less than an hour to go against West Indies last year. Against England in 2015, there were just three balls left.
Key battle - Azhar Ali v Rangana Herath Herath may not quite be as flash as Muttiah Muralitharan, his former spin-twin who ended his career by taking his 800th wicket with his final delivery in Tests. He still has a decent sense of an ending, though. He won the Abu Dhabi match for his side with 11 wickets, the last of which was his 400th in Tests. It was not the first time he has owned Pakistan, either. A quarter of all his Test victims have been Pakistani. If Pakistan are going to avoid a first ever series defeat in the UAE, Azhar, their senior batsman, needs to stand up and show the way to blunt Herath.
Mohammed bin Zayed Majlis
SPEC%20SHEET%3A%20APPLE%20M3%20MACBOOK%20AIR%20(13%22)
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Killing of Qassem Suleimani
MO
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The five pillars of Islam
Profile of Tamatem
Date started: March 2013
Founder: Hussam Hammo
Based: Amman, Jordan
Employees: 55
Funding: $6m
Funders: Wamda Capital, Modern Electronics (part of Al Falaisah Group) and North Base Media
Specs
Engine: Electric motor generating 54.2kWh (Cooper SE and Aceman SE), 64.6kW (Countryman All4 SE)
Power: 218hp (Cooper and Aceman), 313hp (Countryman)
Torque: 330Nm (Cooper and Aceman), 494Nm (Countryman)
On sale: Now
Price: From Dh158,000 (Cooper), Dh168,000 (Aceman), Dh190,000 (Countryman)
The Sand Castle
Director: Matty Brown
Stars: Nadine Labaki, Ziad Bakri, Zain Al Rafeea, Riman Al Rafeea
Rating: 2.5/5
WHAT IS A BLACK HOLE?
1. Black holes are objects whose gravity is so strong not even light can escape their pull
2. They can be created when massive stars collapse under their own weight
3. Large black holes can also be formed when smaller ones collide and merge
4. The biggest black holes lurk at the centre of many galaxies, including our own
5. Astronomers believe that when the universe was very young, black holes affected how galaxies formed
Mohammed bin Zayed Majlis
The biog
Name: Samar Frost
Born: Abu Dhabi
Hobbies: Singing, music and socialising with friends
Favourite singer: Adele
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How has net migration to UK changed?
The figure was broadly flat immediately before the Covid-19 pandemic, standing at 216,000 in the year to June 2018 and 224,000 in the year to June 2019.
It then dropped to an estimated 111,000 in the year to June 2020 when restrictions introduced during the pandemic limited travel and movement.
The total rose to 254,000 in the year to June 2021, followed by steep jumps to 634,000 in the year to June 2022 and 906,000 in the year to June 2023.
The latest available figure of 728,000 for the 12 months to June 2024 suggests levels are starting to decrease.
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RESULT
Arsenal 0 Chelsea 3
Chelsea: Willian (40'), Batshuayi (42', 49')
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Company Profile
Company name: Yeepeey
Started: Soft launch in November, 2020
Founders: Sagar Chandiramani, Jatin Sharma and Monish Chandiramani
Based: Dubai
Industry: E-grocery
Initial investment: $150,000
Future plan: Raise $1.5m and enter Saudi Arabia next year
Killing of Qassem Suleimani
The five pillars of Islam
Abu%20Dhabi%E2%80%99s%20Racecard
%3Cp%3E%0D5pm%3A%20Al%20Bithnah%20%E2%80%93%20Maiden%20(PA)%20Dh80%2C000%20(Turf)%201%2C200m%0D%3Cbr%3E5.30pm%3A%20Al%20Khari%20%E2%80%93%20Hanidcap%20(PA)%20Dh80%2C000%20(T)%201%2C200m%0D%3Cbr%3E6pm%3A%20Al%20Qor%20%E2%80%93%20Handicap%20(PA)%20Dh80%2C000%20(T)%201%2C600m%0D%3Cbr%3E6.30pm%3A%20Wathba%20Stallions%20Cup%20%E2%80%93%20Handicap%20(PA)%20Dh70%2C000%20(T)%201%2C600m%0D%3Cbr%3E7pm%3A%20Al%20Badiyah%20%E2%80%93%20Handicap%20(PA)%20Dh80%2C000%20(T)%202%2C200m%0D%3Cbr%3E7.30pm%3A%20Al%20Hayl%20%E2%80%93%20Handicap%20(TB)%20Dh80%2C000%20(T)%202%2C200m%3C%2Fp%3E%0A
Key facilities
- Olympic-size swimming pool with a split bulkhead for multi-use configurations, including water polo and 50m/25m training lanes
- Premier League-standard football pitch
- 400m Olympic running track
- NBA-spec basketball court with auditorium
- 600-seat auditorium
- Spaces for historical and cultural exploration
- An elevated football field that doubles as a helipad
- Specialist robotics and science laboratories
- AR and VR-enabled learning centres
- Disruption Lab and Research Centre for developing entrepreneurial skills
UK-EU trade at a glance
EU fishing vessels guaranteed access to UK waters for 12 years
Co-operation on security initiatives and procurement of defence products
Youth experience scheme to work, study or volunteer in UK and EU countries
Smoother border management with use of e-gates
Cutting red tape on import and export of food
Killing of Qassem Suleimani
'Saand Ki Aankh'
Produced by: Reliance Entertainment with Chalk and Cheese Films
Director: Tushar Hiranandani
Cast: Taapsee Pannu, Bhumi Pednekar, Prakash Jha, Vineet Singh
Rating: 3.5/5 stars
The biog
Name: Timothy Husband
Nationality: New Zealand
Education: Degree in zoology at The University of Sydney
Favourite book: Lemurs of Madagascar by Russell A Mittermeier
Favourite music: Billy Joel
Weekends and holidays: Talking about animals or visiting his farm in Australia
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TOUR RESULTS AND FIXTURES
June 3: NZ Provincial Barbarians 7 Lions 13
June 7: Blues 22 Lions 16
June 10: Crusaders 3 Lions 12
June 13: Highlanders 23 Lions 22
June 17: Maori All Blacks 10 Lions 32
June 20: Chiefs 6 Lions 34
June 24: New Zealand 30 Lions 15
June 27: Hurricanes 31 Lions 31
July 1: New Zealand 21 Lions 24
July 8: New Zealand v Lions
GYAN’S ASIAN OUTPUT
2011-2015: Al Ain – 123 apps, 128 goals
2015-2017: Shanghai SIPG – 20 apps, 7 goals
2016-2017: Al Ahli (loan) – 25 apps, 11 goals
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Killing of Qassem Suleimani
Analysis
Maros Sefcovic is juggling multiple international trade agreement files, but his message was clear when he spoke to The National on Wednesday.
The EU-UAE bilateral trade deal will be finalised soon, he said. It is in everyone’s interests to do so. Both sides want to move quickly and are in alignment. He said the UAE is a very important partner for the EU. It’s full speed ahead - and with some lofty ambitions - on the road to a free trade agreement.
We also talked about US-EU tariffs. He answered that both sides need to talk more and more often, but he is prepared to defend Europe's position and said diplomacy should be a guiding principle through the current moment.
Tips to keep your car cool
- Place a sun reflector in your windshield when not driving
- Park in shaded or covered areas
- Add tint to windows
- Wrap your car to change the exterior colour
- Pick light interiors - choose colours such as beige and cream for seats and dashboard furniture
- Avoid leather interiors as these absorb more heat
Killing of Qassem Suleimani
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Mohammed bin Zayed Majlis
Profile
Co-founders of the company: Vilhelm Hedberg and Ravi Bhusari
Launch year: In 2016 ekar launched and signed an agreement with Etihad Airways in Abu Dhabi. In January 2017 ekar launched in Dubai in a partnership with the RTA.
Number of employees: Over 50
Financing stage: Series B currently being finalised
Investors: Series A - Audacia Capital
Sector of operation: Transport
Ziina users can donate to relief efforts in Beirut
Ziina users will be able to use the app to help relief efforts in Beirut, which has been left reeling after an August blast caused an estimated $15 billion in damage and left thousands homeless. Ziina has partnered with the United Nations High Commissioner for Refugees to raise money for the Lebanese capital, co-founder Faisal Toukan says. “As of October 1, the UNHCR has the first certified badge on Ziina and is automatically part of user's top friends' list during this campaign. Users can now donate any amount to the Beirut relief with two clicks. The money raised will go towards rebuilding houses for the families that were impacted by the explosion.”
The specs
Engine: Four electric motors, one at each wheel
Power: 579hp
Torque: 859Nm
Transmission: Single-speed automatic
Price: From Dh825,900
On sale: Now
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The Year Earth Changed
Directed by:Tom Beard
Narrated by: Sir David Attenborough
Stars: 4
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MATCH INFO
Real Madrid 2
Vinicius Junior (71') Mariano (90 2')
Barcelona 0
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COMPANY%20PROFILE
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New schools in Dubai
Lexus LX700h specs
Engine: 3.4-litre twin-turbo V6 plus supplementary electric motor
Power: 464hp at 5,200rpm
Torque: 790Nm from 2,000-3,600rpm
Transmission: 10-speed auto
Fuel consumption: 11.7L/100km
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Melville House
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1. Fasting
2. Prayer
3. Hajj
4. Shahada
5. Zakat
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COMPANY PROFILE
Name: Qyubic
Started: October 2023
Founder: Namrata Raina
Based: Dubai
Sector: E-commerce
Current number of staff: 10
Investment stage: Pre-seed
Initial investment: Undisclosed
RIVER%20SPIRIT
%3Cp%3E%3Cstrong%3EAuthor%3A%20%3C%2Fstrong%3ELeila%20Aboulela%C2%A0%3C%2Fp%3E%0A%3Cp%3E%3Cstrong%3EPublisher%3A%3C%2Fstrong%3E%20Saqi%20Books%3C%2Fp%3E%0A%3Cp%3E%3Cstrong%3EPages%3A%3C%2Fstrong%3E%20320%3C%2Fp%3E%0A%3Cp%3E%3Cstrong%3EAvailable%3A%3C%2Fstrong%3E%20Now%3C%2Fp%3E%0A
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COMPANY PROFILE
Name: Kumulus Water
Started: 2021
Founders: Iheb Triki and Mohamed Ali Abid
Based: Tunisia
Sector: Water technology
Number of staff: 22
Investment raised: $4 million
Sanju
Produced: Vidhu Vinod Chopra, Rajkumar Hirani
Director: Rajkumar Hirani
Cast: Ranbir Kapoor, Vicky Kaushal, Paresh Rawal, Anushka Sharma, Manish’s Koirala, Dia Mirza, Sonam Kapoor, Jim Sarbh, Boman Irani
Rating: 3.5 stars
