Following the Softcheck service delay on June 2nd, 2025, we’ve compiled a list of frequently asked questions to help provide further clarity and context around what happened and what you can expect moving forward. If you have any further questions please reach out to support.
Frequently asked questions:
1. Why did the Softcheck product go down?
To maintain data quality and ensure a better long-term experience, we made the decision to switch providers. This transition caused temporary downtime that we did not anticipate but have since resolved.
2. Is the Softcheck data different now?
No, the data you receive from the Softcheck product remains unchanged. While the backend provider has changed, the content, structure, and coverage of the data are consistent with what you previously received.
3. Will this impact our integration or workflows?
No action is required on your end. Your integration and workflows should continue to function as expected. If you experience anything unexpected, our Customer Support team is here to help.
4. How long was the Softcheck product unavailable?
The Softcheck downtime was from June 2nd to June 4th at 10:09am PST. We understand that even short interruptions can be disruptive. We’ve taken steps to prevent this kind of unexpected service gap in the future by improving both our monitoring and provider transition processes.
5. Will this happen again in the future?
We’ve implemented safeguards to minimize the risk of future disruptions during any provider changes. We also enhanced our internal alerting and contingency protocols to catch and resolve potential issues faster.
6. Can we review how Certn processes our data?
Absolutely. Transparency is important to us. You can review the details of how we process and protect your data in our Data Processing Addendum and our privacy policy.
7. Who can I speak to about this if I still have concerns?
Please reach out to our Support team. They’re equipped to answer any questions about the downtime, the Softcheck product, or anything else related to your account.
8. Why did you switch data providers?
We made the switch to ensure the reliability, stability, and long-term performance of Softcheck while enabling additional jurisdictions.
9. Did I lose any historical data?
No. All historical Softcheck data remains intact and fully accessible. The provider switch did not affect past reports or data already processed.
10. Are you going to change my price?
No, there are no pricing changes as a result of this provider transition. The switch was made to maintain product quality, not to alter the pricing structure. If any future pricing updates are considered, they will be communicated transparently and well in advance.
11. Was my client or applicant data at risk during the transition?
Absolutely not. All data remained secure and protected throughout the transition. We maintain strict compliance with data privacy and security protocols, including encryption and access controls. No customer or applicant data was compromised at any time.
12. How will you prevent similar downtime in the future?
We’ve taken several steps to improve our resilience, including:
- Strengthening internal monitoring and alerting.
- Enhancing contingency planning for provider transitions.
- Building redundancy and fallback mechanisms into critical workflows.
Our goal is to ensure high availability and uninterrupted service going forward
13. Will clients be notified that there is a new subprocessor?
Yes. We are committed to maintaining transparency with our clients. The addition of a new subprocessor as part of this provider change will be reflected in our Data Processing Addendum, which includes an up-to-date list of subprocessors. In line with our data protection commitments, we encourage clients to periodically review the DPA for any updates.
14. Why were clients notified after the provider change instead of 30 or 60 days in advance?
While we generally aim to provide proactive notice for any material changes, this transition was driven by time-sensitive circumstances that required immediate action to maintain the continuity, reliability, and security of the Softcheck product. Delaying the change would have increased risk to service quality and availability.
We understand the importance of advance notice, and in all future cases where timing allows, we will continue to prioritize proactive communication. This situation was an exception based on operational necessity and our commitment to protecting the client experience.
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