Ditchmen • NUCA of Florida Ditchmen - December 2019 | Page 30

Thank you for bearing with us.
On January 10, 2020, callers wan�ng to request
locate �ckets were met with busy signals. Those
who reached Sunshine 811 were on hold for
almost an hour - and some�mes longer. Plus,
some Internet Ticket Entry users couldn’t get
logged in. You were frustrated. You were upset.
And you just wanted to reach a human!
What Happened
Wednesday evening, January 8, 2020, Sunshine 811 was a�acked by
a malicious virus, shu�ng down our systems and phones. It
couldn’t have happened at a worse �me as we were preparing for a
cut over to a new system, Exac�x.
Our Technical Opera�ons Department worked 30 hours straight to
rebuild the servers and the conversion went on as scheduled the
night of January 9, 2020. By 8:30 a.m. January 10,
the call center was taking calls again.
Why the busy signals?
Call volume has been extremely high as
excavators had to make up for the
missed day. Addi�onally, not all
ITE users had pre-registered for
Exac�x, which led them to also
call 811.
Each day things get a li�le be�er. Our answer
speed is steadily declining and ITE users are
ge�ng registered. We thank you for con�nued
pa�ence as we work through
all of the details.
28
DITCHMEN • DECEMBER 2019
Ques�ons about Exac�x,
U�lisphere or ITE Registra�on?
Visit my.sunshine811.com and click
Exac�x Support to find the answers.
When exis�ng ITE user registra�on is
further along, we’ll open ITE for new
users. To be no�fied when new ITE user
registra�on is open, complete the form
at sunshine811.com/ite-applica�on.