You are a critical part of our business. Our Managed Service Providers have asked us to write you to explain why our Webroot SecureAnywhere Business Endpoint Protection experienced performance issues, and what we are doing to resolve those
issues as quickly as possible.
Yesterday, Webroot released a rule that categorized some legitimate files as malware. As a result, multiple legitimate business applications were quarantined and unable to function. This rule change was in effect for 13 minutes on Monday, April 24. To be clear, this rule change was caused by Webroot and not your Managed Service Provider.
Webroot is continuing to work diligently with our partners to restore functionality for our mutual customers. While the false positives that caused the incident have been stopped, we are still working on an automated fix to reverse the files affected. Any
resolution will be released immediately.
Webroot is a trusted partner of many Managed Services Providers and this incident is not representative of our high standards. We always strive to be open and transparent, and we are working tirelessly to fix the issue. Once Webroot has identified the root cause, we will ensure further controls are in place to prevent an
incident like this from happening again.
We apologize for the pain this has caused you. Webroot appreciates your business, and our entire team is dedicated to being your most trusted Partner.
Thank you for your patience as we work through this incident.