A Phoenix story
The Tuesday four front desks went quiet
the office manager of a four-location dental group, Chandler to North Scottsdale
It is a Tuesday in July, 112 degrees by ten in the morning, and the office manager of a four-location dental group is covering the front desk at the Chandler office because a receptionist called in sick. The group runs on one practice-management server in the Scottsdale office. Chandler, Gilbert and Peoria reach it over the internet. Twenty-three years of charts, x-rays and insurance records live on that one machine.
At 11:04 an email arrives from what looks like the group's imaging vendor. Subject: updated remote support tool, please install before Friday. The hygienist who opens it has worked with that vendor for years, so she downloads the file and runs it between patients. Nothing appears on her screen. She goes back to her chair.
Something appears somewhere else. The file opens a quiet tunnel to a computer in another country, and for the next five hours somebody walks the network the way a burglar walks a house, trying handles. At 4:05 p.m. they find the server. The backups are on the same drive.
At 4:12 p.m. the schedule screens in all four offices go grey at the same moment, and the phones keep ringing.
What changes the ending
- A protection agent that sees a new remote-access tool open a tunnel from a hygienist's workstation and isolates that one machine in seconds, before the walk through the network begins (CIS 10 Malware Defenses)
- Backups that live off the network and off site, tested by restoring a real chart, so the server is rebuilt by Wednesday instead of negotiated for (CIS 11 Data Recovery)
- Staff who know vendor software arrives through the office manager, never through an attachment, and who have a report button they actually use (CIS 14 Security Awareness and Skills Training)