Dear Customers,
Please read below the most latest announcement from Maersk Line, regarding the recent cyber attack that has affected the company:
“Dear Customer,
We hope your day is going well. Again today we would like to share with you the progress we are making toward full recovery. It is proving to be a long journey with continuous progress but unfortunately also certain areas in which we know we need to catch up now.
Our business-critical systems and e-channels are up and running. This allows all new business to continue almost as normal. However, as we are still catching up on the backlogs, you will experience slower than normal response. Where we are pleased with the progress we have made to be able to serve customers well on Exports, we are very aware that the import experience has not yet been fully brought up to the level it should be. We acknowledge that not being able to have full visibility of the cargo in our custody causes concerns on your side. We are fully aware of the importance of this and we do not take the questions that rise on the back of this lightly.
Where many key features (Book, request Delivery Order, print B/L etc.) are available on My.Maerskline.com, we have not yet turned on track and trace due to significant backlog on shipment status update. This is due to the fact that, during the period of disruption, our vessel operations and cargo movement were largely unaffected, but we were not able to load the locations of shipment into the systems. Therefore it could cause confusion to you to turn on track and trace at this stage before the data we registered manually is fully back in the system. We are working hard to complete the update and open the feature to give you full visibility. In the meantime, if you have any questions regarding status of shipment, please contact our local customer service.
We have a tight and ambitious plan that would lead us to be fully up to as close to normal business on serving Imports by early next week.
As previously shared, we do have phone connection in all markets. However, our main customer service lines are still not consistently up across the world yet. In locations where this is the case, you should have been provided with alternative phone contacts on top of emails.
We have also unfortunately not yet fully stabilized processes for dissemination of prices to customers shipping on short term rates. We are working diligently on addressing this. We will honor all rates communicated and make sure that all changes will be reflected, even retroactively. Also here we hope to be functioning fully early next week.
We continue to update content on www.maersk.com/operationalupdate. We aim to guide you best on status and implications on local markets until we are fully back to normal everywhere.
Once again, and importantly for many, we can share and confirm that we as part of the recovery process are applying the updates available for the affected it systems in accordance with the IT vendors recommendations prior to the re-enablement of any systems. The recovery process will allow you, our partners to use and communicate with the Maersk systems again without any risk of being affected by the virus.
Finally – and we can not repeat this enough times – thank you once again for your continued patience, trust and understanding. We can assure you that we are doing everything we can to be able to serve your business effectively and safely.
Thank you!
The Maersk Teams ”
Please read below the most latest announcement from Maersk Line, regarding the recent cyber attack that has affected the company:
“
We hope your day is going well. Again today we would like to share with you the progress we are making toward full recovery. It is proving to be a long journey with continuous progress but unfortunately also certain areas in which we know we need to catch up now.
Our business-critical systems and e-channels are up and running. This allows all new business to continue almost as normal. However, as we are still catching up on the backlogs, you will experience slower than normal response. Where we are pleased with the progress we have made to be able to serve customers well on Exports, we are very aware that the import experience has not yet been fully brought up to the level it should be. We acknowledge that not being able to have full visibility of the cargo in our custody causes concerns on your side. We are fully aware of the importance of this and we do not take the questions that rise on the back of this lightly.
Where many key features (Book, request Delivery Order, print B/L etc.) are available on My.Maerskline.com, we have not yet turned on track and trace due to significant backlog on shipment status update. This is due to the fact that, during the period of disruption, our vessel operations and cargo movement were largely unaffected, but we were not able to load the locations of shipment into the systems. Therefore it could cause confusion to you to turn on track and trace at this stage before the data we registered manually is fully back in the system. We are working hard to complete the update and open the feature to give you full visibility. In the meantime, if you have any questions regarding status of shipment, please contact our local customer service.
We have a tight and ambitious plan that would lead us to be fully up to as close to normal business on serving Imports by early next week.
As previously shared, we do have phone connection in all markets. However, our main customer service lines are still not consistently up across the world yet. In locations where this is the case, you should have been provided with alternative phone contacts on top of emails.
We have also unfortunately not yet fully stabilized processes for dissemination of prices to customers shipping on short term rates. We are working diligently on addressing this. We will honor all rates communicated and make sure that all changes will be reflected, even retroactively. Also here we hope to be functioning fully early next week.
We continue to update content on www.maersk.com/operationalupdate. We aim to guide you best on status and implications on local markets until we are fully back to normal everywhere.
Once again, and importantly for many, we can share and confirm that we as part of the recovery process are applying the updates available for the affected it systems in accordance with the IT vendors recommendations prior to the re-enablement of any systems. The recovery process will allow you, our partners to use and communicate with the Maersk systems again without any risk of being affected by the virus.
Finally – and we can not repeat this enough times – thank you once again for your continued patience, trust and understanding. We can assure you that we are doing everything we can to be able to serve your business effectively and safely.
Thank you!
The Maersk Teams
