One more week is over and PlayStation Network still down
It seems that Sony has failed to fulfill the promise to restore PlayStation Network and Qriocity services this week. What is happening now?
What is known as the official PlayStation blog reports is that Sony made public their response to Subcommittee on Commerce, Manufactoring and Trade of the United States Congress. In the letter Sony formally explained what happened and the procedures they followed, also mention their intention to reward customers by the time the services have not been available.
In summary, we told the subcommittee that in dealing with this cyber attack we followed four key principles:
- Act with care and caution.
- Provide relevant information to the public when it has been verified.
- Take responsibility for our obligations to our customers.
- Work with law enforcement authorities.
Additionally, Sony is offering one year of identity protection system to PSN and Qriocity customers (currently only in the United States, there is plans to implement the same policy in other countries). The service is called AllClear ID Plus by Debix, Inc. one of the most recognized firms in the industry of identity protection.
To calm down the situation, the President and CEO of Sony Entertainment, Howard Stringer, has issued a letter too:
Dear Friends,
I know this has been a frustrating time for all of you.
Let me assure you that the resources of this company have been focused on investigating the entire nature and impact of the cyber-attack we’ve all experienced and on fixing it. We are absolutely dedicated to restoring full and safe service as soon as possible and rewarding you for your patience. We will settle for nothing less.
To date, there is no confirmed evidence any credit card or personal information has been misused, and we continue to monitor the situation closely. We are also moving ahead with plans to help protect our customers from identity theft around the world. A program for U.S. PlayStation Network and Qriocity customers that includes a $1 million identity theft insurance policy per user was launched earlier today and announcements for other regions will be coming soon.
As we have announced, we will be offering a “Welcome Back” package to our customers once our PlayStation Network and Qriocity services are up and running. This will include, among other benefits, a month of free PlayStation Plus membership for all PSN customers, as well as an extension of subscriptions for PlayStation Plus and Music Unlimited customers to make up for time lost.
As a company we — and I — apologize for the inconvenience and concern caused by this attack. Under the leadership of Kazuo Hirai, we have teams working around the clock and around the world to restore your access to those services as quickly, and as safely, as possible.
I know some believe we should have notified our customers earlier than we did. It’s a fair question. As soon as we discovered the potential scope of the intrusion, we shut down the PlayStation Network and Qriocity services and hired some of the best technical experts in the field to determine what happened. I wish we could have gotten the answers we needed sooner, but forensic analysis is a complex, time-consuming process. Hackers, after all, do their best to cover their tracks, and it took some time for our experts to find those tracks and begin to identify what personal information had — or had not — been taken.
As a result of what we discovered we notified you of the breach. Our investigation is ongoing, and we are upgrading our security so that if attacks like this happen again, our defenses will be even stronger.
In the last few months, Sony has faced a terrible earthquake and tsunami in Japan. But now we are facing a very man-made event – a criminal attack on us — and on you — and we are working with the FBI and other law enforcement agencies around the world to apprehend those responsible.
In the coming days, we will restore service to the networks and welcome you back to the fun. I wanted to personally reach out and let you know that we are committed to serving you to the very best of our ability, protecting your information better than ever, and getting you back to what you signed up for – all the games and great entertainment experiences that you expect from Sony.
With best regards,
Howard Stringer
Finally, this friday Sony reported that their global network and security teams at Sony Network Entertainment and Sony Computer Entertainment began the final stages of internal testing of the new system, an important step towards restoring PlayStation Network and Qriocity services.
Hopefully the next step will be to enable both services.