Your Partnership is Our Priority
As you may be aware, Legrand | AV has been working to resolve a network outage impacting our operations, including order entry and fulfillment. We sincerely apologize for any inconvenience this has caused, and we are working hard to restore functionality as soon as possible.
View the full statements from Legrand | AV President Scott Gill:
Frequently Asked Questions:
We understand our partners are likely to have questions during this time. This page will serve as a hub to provide answers. As new information develops, it will be added to the list, so check back frequently.
Q: WHAT CAUSED THE IT SYSTEM OUTAGE?
ANSWER: In the process of working diligently to bring our systems back online, we have determined that the outage of our AV SAP and associated network was the result of a systems shutdown by an unauthorized third-party. We immediately disabled all functionality to further secure the system. This impacted phone systems and websites, as well as order processing and fulfillment.
Q: WHAT BRANDS AND DIVISIONS ARE AFFECTED BY THIS OUTAGE?
ANSWER: The outage has impacted brands within Legrand | AV including Chief, Da-Lite, Luxul, Middle Atlantic, Projecta, Sanus, and Vaddio. These brands reside on the affected AV SAP system. C2G & portions of Legrand’s Data Power Center Division operate on a different version of SAP and were taken offline temporarily as a precautionary measure. This includes the C2G website and phone system. All other brands of Legrand were unaffected.
Q: WHAT PROGRESS HAS BEEN MADE SINCE THE APRIL 16th COMMUNICATION?
ANSWER: Since the original outage, we have made significant progress in bringing much of the system functionality back including orders flowing through and standard shipping capabilities in many of the locations (see below for a full list of sites and status). Each day brings progress and we’ll keep posting updates here. We appreciate your patience as we continue to work through the order backlog in the order they were received.
Q: WAS ANY DATA COMPROMISED?
ANSWER: Our priority is ensuring that customer data is secure and protected. This unauthorized shut-down by a third party may have exposed some customer data, which we are still trying to analyze, but we do not have any indication of misuse. Out of an abundance of caution, we’d ask that you change your passwords and follow commonly used data security practices such as strong passwords, regularly changing passwords, two-factor authentication and proper procedures for ACH, wire transfer and bank account verifications on an ongoing basis.
Q: WHAT IS THE STATUS & NEXT STEP ON ORDERS?
ANSWER: Another top priority is fulfilling your orders. Sites with restored network connectivity have begun processing orders. Our sales teams have coordinated with Customer Care and Operations to communicate timeliness, orders that may have shifted to distribution during the outage, etc.
There is a backlog for each brand that teams are processing now. For this reason, we continue to encourage customers with urgent, time-sensitive needs to procure their order through our distribution partners. Our customer service and technical support teams will help you find a distributor.
Q: WHAT ARE MY OPTIONS FOR EDI ORDERS?
ANSWER: We are now able to access EDI orders and are working at returning our processing at normal daily capacity. We expect to be fully operational this week (week of May 4th).
Q: WHEN WILL SYSTEMS BE BACK UP AND RUNNING?
ANSWER: Due to the variability in networks and some systems across our locations, online status will seem staggered. We assure you that we are prioritizing systems responsible for order processing and have many back online – see question below for specifics on which brands are actively shipping today. Please continue to check your email and/or this page for the latest information.
Q: WHICH LOCATIONS ARE ACTIVELY SHIPPING TODAY?
ANSWER: As we are bringing our systems back online we have some varying capacity to ship across our locations.
Brands & Sites shipping at standard daily levels:
- C2G: Dayton, Ohio
- Chief and Sanus: Shakopee, Minnesota
- Da-Lite: Warsaw, Indiana and Blue Ash, Ohio
- Luxul and Vaddio: Minnetonka, Minnesota
- Hong Kong, APAC office
- Weert, EMEA office
Brands & Sites still shipping and approaching standard daily capacity:
- Middle Atlantic: Fairfield, NJ
- Ottawa, Canadian office
Q: WHAT CUSTOMER CARE AND RESOURCES ARE AVAILABLE TO DURING THIS TIME?
ANSWER: We have diligently driven to rebuild our support systems & processes for our Customer Care teams across all sites and locations. Email and phone support are now live and available across all Legrand | AV brands.
Q: WHERE CAN I GET MORE INFORMATION ON LEGRAND | AV’S COVID-19 BUSINESS IMPACT AND REPSONSE?
ANSWER: We maintain a list of COVID FAQs here: legrandav.com/covid
Q: HOW CAN I REMAIN UPDATED ON THE LATEST COMMUNICATION?
ANSWER: As the situation evolves, we will provide regular communication directly via our website and through our customer care and sales organization.
Be sure to monitor this page for more updates. Additional frequently asked questions will be added in the future.