May 14, 2011
We deeply apologize for the breach in our system, the threat of compromised data and the inconveniences this outage has caused our players. We take this issue extremely seriously and want to assure you that we have and will use laser-like focus to protect the data you have entrusted to us.
Our top priority is the safety and security of your personal information. We have taken the necessary steps, including applying new technology and safeguards to protect your information so that you can feel confident about playing our games.
We know you are frustrated and, again, we cannot thank you enough for your patience during this difficult time. As our games are restored, we will require customers to change their Station Account passwords as an added security measure. This password can be changed by clicking on a link that will be provided in an email or by visiting SOE.com.
To show our gratitude for your patience and support, we are offering a welcome back package that includes special game content and services. For details on SOE's welcome back program, click here.
Additionally, to help provide peace of mind to those whose accounts were involved in the attack, we are offering customers an opportunity to enroll in a free identity theft protection program. Details of this program can be found by clicking here. Please note you will have to log in and reset your password before you can sign up for the complimentary program.
For more information, please see our Restoration Announcement.
We are committed to delivering secure, stable and entertaining games for players of all ages, and we thank you again for your time and support.
Sony Online Entertainment
May 12, 2011
We thank you for your patience as we continue to work around the clock to restore our game services. We know this has been a frustrating time for you and appreciate your understanding as we work to confirm the security of our network.
In light of the recent outage of Sony Online Entertainment's game services due to April's cyber-attack, we are committed to compensating our loyal player base for the inconvenience caused by the data breach and lost game time while we improve our security measures.
We are currently in the process of an extensive upgrade to our network to further protect your information from future attacks. It will likely be at least a few more days before we restore our services, and when we come back online, here is what you can expect for each of our game services.
First and foremost, all impacted players will receive 30 days of game time added to the end of the current billing cycle in addition to one day for each day the system is down. Additionally, many games are offering a variety of in-game items and special events to welcome players back once our services resume (per the outline below). This is true for both PC and PlayStation®3 computer entertainment system based products.
- DC Universe™ Online: Batman™ and Two-Face™ Inspired Masks and 30 Marks of Distinction
- Free Realms®: Free daily items (7 to collect)
- Clone Wars Adventures™: Count Dooku v2 Outfit
- EverQuest®: A series of events, including Double XP, Double Rare Mob Spawns and Double Faction Gains
- EverQuest II and EverQuest II Extended: A series of events, including Double XP, Double Guild XP, Loot Bonanza, and City Festivals
- Vanguard: Saga of Heroes®: A series of Double XP events
- Star Wars Galaxies™: Bounty Hunter Statue, a miniature model of Boba Fett's ship, the Slave I™
- Magic: The Gathering - Tactics™: Four of each of these spells: "Ivory Mask", "Duress" and "Angelheart Vial", plus 500 Station Cash
- PoxNora®: Limited edition Carrionling, Welcome Back 5K Gold Award Tournaments and two Draft Tournaments, plus 500 Station Cash
For our lifetime subscribers, we'll grant in-game currency; specifically 20,000 coins for Free Realms, 7,500 Galactic Credits for Clone Wars Adventures and 10 Marks of Distinction for DC Universe Online (in addition to the items listed above).
And finally, our Station Access subscribers will receive 500 Station Cash, in addition to the subscription time and items listed above.
Additionally, we announced today that SOE will provide its U.S.-based Station Account holders with complimentary enrollment in an identity theft protection program through Debix, one of the industry's most reputable identity protection firms. For Station Account holders who live outside the U.S., SOE will be offering similar programs, if and as available, and will provide details as they're confirmed for each country or territory.
We continue to work around the clock to restore SOE's services and thank you for your continued patience as we complete our investigation of this criminal attack.
Sony Online Entertainment
May 4, 2011
We want to thank you again for your patience as we work to get the SOE services back up and running. We received several questions and comments relating to the criminal attack to our network and would like to address some of the most common questions today. We are also going to continue to post updates to this website with new information as they become available.
We appreciate your continued patience and feedback.
Sony Online Entertainment
When will SOE's services be back online?
We have been working around the clock to restore operations as quickly as possible, and we expect to have some of our games and services up and running soon. However, we want to be very clear that we will only restore operations when we believe that the network is secure.
How is the SOE intrusion related to the PSN/Qriocity intrusion? Was this a second attack on SOE?
While the two systems are distinct and operated separately, given that they are both under the Sony umbrella, there is some degree of overlap in design. The attacks were similar in nature. This is NOT a second attack; new information has been discovered as part of our ongoing investigation into the criminal attack in April.
How is SOE planning to notify customers whose data may have been stolen?
We are sending out customer service notification emails to the email addresses we have on file for the accounts that were affected. These emails will be sent by Innovyx, our third party email distributor, and will contain either 'soe.innovyx.net' or 'soe.sony.com' in the sender field.
SOE initially thought no data was extracted, what changed?
Essentially the perpetrators used sophisticated means not only to access the data, but also to cover their tracks. We committed to continue the investigation and in doing so, uncovered further information that we did not have when we initially believed the data was not stolen.