Please refer to the most recent Event Notification above and account specific emails sent to account administrator emails on file. In summary, the Event has resulted in the prior v1 being unabled to be restored.

Retail bail agencies and GA's (General Agents) should move to version 2 (scroll to the bottom of this page) and the options and alternatives for Sureties and General Agents is included in the email to the client account holder dated 4-30-2024. There are data options covered elsewhere in these FAQ's.

The client database files appear to have been successfully recovered. Additional recovery work is to be undertaken on documents and other parts of the production environment.

1. If you wish to receive a backup copy of your database, please email a request to customercare@captira.com. Please note this needs to come from the account administrator email on your account and will be in the form of an industry standard Microsoft SQL.bak file (which will require technical capability to work with). The data is not stored in an Excel or CSV format.  

2. If you are a Surety or GA (General Agency), you can request at customercare@captira.com a report/s in the v1 system for us to attempt to manually run on your behalf and forward to you. This will be serviced on a request by request basis depending on the type of report and these will be run on a queue of requests basis and accordingly there maybe delays.  General Agencies can consider using the Retail v2 as much of the needed functionality is within v2 and additional future steps will be undertaken to build out additional GA functionality.

3. If you are a Retail Agency, then the plan is that you will have access to a v1 archive from within your v2 system. This will be the case if you choose to use v2 as your new system going forward or purely as a means to get access to the v1 archive, as follows:

* if you have provided a v1 to v2 mapping as requested of the account administrator, you will be notified by email when your archive is available
* the account administrator will have initial access to the archive but they can set additional user permissions
* it will be accessible as a new main menu item of "V1 archive"
* Your v1 information will be presented in the form of commonly used standard v1 reports in PDF form that you select from a drop down list and in a form V1 users should be familiar with

The information will be in the form of the archive above, directly accessible in your v2 main menu.

 After all archives have been completed for all requesting customers, we will  consider requests on a project basis to (i) integrate datasets as custom integration projects or (ii) run additional custom reports you may have built on v1 previously.

The prevailing agreement with all our users, including v1, are standardized and can be found at the bottom of our home page

• The “Website Terms of Use” are for when the website is accessed <here>
• The “Product Terms” audit trailed click wrap agreement entered into, and applicable to us with clients and users of our v1 software product is <here>
• The “Privacy Policy” is <here>

This is a difficult time for everyone impacted by this random third-party act, and we truly apologize for the impact on your business while we work through this. No agreement currently exists to provide any client compensation, and we have no plan to do so.

Captira does have a cyber insurance policy and it is being used in managing the Event and to rapidly deploy the various teams and expertise needed in such a specialist situation.

We cannot provide legal advice as to the various laws or regulators you may or may not be subject to in your jurisdiction.

What we can share is :

• We reported, as required, to federal law enforcement the day that we identified anomalous activity in our system and continue to cooperate with law enforcement throughout the process.
• We will continue to communicate in a transparent manner as we have relevant detail to share, informed by our investigation.
• To date, our investigation has determined that an unknown actor accessed parts of our network and had access to some data in it. The nature and scope of the potentially accessible data remains under investigation at this time.

Our plan is to alert a client if our investigation uncovers their client specific protected data has been impacted. 

This is truly the hardest question to attempt to answer in a generalized fashion. Each business is unique and the level to which alternative or manual processes are available will differ from client to client. Some items to consider:

• Initiate operational alternative plans to the best of your ability.
• Onboard and start using our online Version 2 bail software unaffected by this Event and housed in a different data center. This is only for bail agencies (not for Sureties). There is no GA’s v2 equivalent but several GA's have moved to v2 Retail and we will build out additional functionality in due course.

See the FAQ below on starting Version 2 now. The plan, in best efforts principle, is once data control and access is restored and safe, a process will be engaged to move your prior old version 1 database information as an archive of reports initially into your version 2 software in a planned manner.
• Use manual work arounds, including other data stores your business may have such as your previous downloads and alternative data folders and files, to continue to operate your business
* Consider the options and status as outlined in the way forward in the account holder email dated 4-16-2024

Each court or applicable third party may have their own criteria for what they require to show the impact of this Event.

In some cases, agency clients have set out the situation on their own letterhead and attach a print out of this Event Notification page.

As an alternative, we can provide a Captira Court Letter which is provided in good faith and without legal risk to Captira. This is a general response status letter that can be submitted to the court who may or may not accept the position. It is also general to the event that has been  reviewed by our legal team and we are unable to provide edited or customized by agency or defendant versions.

To received a notarized Captira Court Letter, please send an email to customercare@captira.com with the subject line "Court Letter Request" and upon review of client standing, it will be reply emailed to you as a PDF attachment.


 

This is only for bail agencies. This is alternative bail agency software to immediately switch to operate your business but does not contain your data while we manage through this Event. The plan, in best efforts principle, is once data control and access is restored and safe, a process will be engaged to move your prior version 1 database  information to be viewable as an archive of reports into your version 2 software in a planned manner.

The links and coupon codes are included at the bottom of this page. It is all online to register and onboard without the need for action from Captira but please email customercare@captira.com with support or assistance questions during your process.

A few key items on version 2:
• Version 2 is secure and operates in  a different datacenter on modern and secure hosting technologies
* On creating a new account (instructions at the bottom of this page), your previous v1 login username and password do not apply. Please create using a valid email and mobile number (for your text code).
• Version 2 is a completely separate automated system. Any v1 pricing does not impact v2 which applies standard pricing to all v2 accounts <here>.
• We are working to move your v1 to v2 for services such as Defendant Watch alerts and you will be contacted and watch out for update emails on this as you are brought across
• Your v1 data will not reflect on opening a v2 account but is planned in due course to reflect  v1 database information as an archive of reports from inside your v2 software in a planned manner.
• After registering, there is a guided setup link on the bottom right-hand side of the dashboard to assist with your setup (for example company details, adding users, inventory, etc.)
• There are video examples on the bottom right-hand side of the dashboard.
• There is no need on version 2 for an agent app as it is mobile friendly on a browser. There is also no need for a mobile defendant app as GPS check-ins, court date reminders and payments with links is all SMS text based which is easier and far more effective.
• Version 2 has a surety integration component and if this is not yet implemeneted with your surety, then this will be completed in due course
• Please forward custom form requests via email to our support 
• We can answer support emails but with the high number of v1 agencies signing up daily to v2, while we manage through this Event, we are unable to facilitate our traditional one to one personal training at this stage.
• Delays may occur during the Event in reply to emails given the number of clients being assisted and we Thank You in advance for your patience.

We are here for you at customercare@captira.com