Frequently Asked Questions about the Southwest Tennessee Community College Cyber Incident

What happened? 

On July 3, 2024, Southwest became aware of a server problem impacting the entire college. The College notified faculty, staff and students of the situation and the College pivoted to remote work and learning with instructions for employees and students on how to navigate their work and summer term classes.

Subsequently, the Information Technology department, through a forensic investigation of the College’s network systems, revealed a cyber incident had occurred beyond the server environment.

On July 7, notification was sent about the cyber incident to students, faculty and staff, the media, the College’s stakeholders, and appropriate officials.

What is happening now? 

The College is actively working with computer forensics experts to thoroughly investigate the incident to determine its full scope and restore full functionality to the computer systems as soon as possible. Because this is an active investigation, certain aspects cannot be shared publicly.

The College is returning to work, and all classes will resume on July 15. The process to return has been detailed in an email to all students, faculty and staff on July 12. If you cannot access your Southwest email account, please contact the IT HelpDesk at 901-333-4357 during business hours, Monday – Friday, 8 a.m. – 4:30 p.m. You may also leave a voice message after hours 24/7.

Are my own devices at risk? 

Personal devices are not on the Southwest network and were not impacted by this incident. There is no evidence that any personal devices were compromised.

What systems can I use? 

Students and employees should have access to their Southwest email account. If you do not, please contact the IT HelpDesk at 901-333-4357 during business hours, Monday – Friday, 8 a.m. – 4:30 p.m. You may also leave a voice message after hours 24/7.

The process to access the Southwest Portal (My.Southwest), PAWS and Banner was conveyed in an email to all students, faculty and staff on July 12. Please follow the instructions in that email to regain access to these platforms.

What concrete actions are being taken to prevent this happening in the future? 

The College is coordinating efforts with the Tennessee Board of Regents, College’s stakeholders, and appropriate officials to reduce the risks, review protection and procedures and strengthen network defenses.

How is Southwest monitoring the situation to make sure that we don’t have our identities stolen? 

Southwest is actively working with computer forensics experts to thoroughly understand the impact and will update the college community as soon as possible.  

While the investigation is ongoing, individuals concerned about illegal use of their personal information, should take steps to protect their information. Learn more at https://consumer.ftc.gov/features/identity-theft.

Is it safe to turn on my office computer? 

PC’s in all offices are turned on to expand the work of the investigating group. Please do NOT turn off  your PC at this time.

What if I have information to share or other questions? 

If you need further technical assistance, please contact the IT HelpDesk at 901-333-4357 during business hours, Monday – Friday, 8 a.m. – 4:30 p.m. You may also leave a voice message after hours 24/7.

If you have academic questions, please contact your dean or program coordinator. 

Will campus locations be open?

At this time, the College has pivoted to remote work and learning. Southwest in-person events and activities are cancelled.

Community partners with previously scheduled in-person events that do not require access to Southwest’s networks are able to continue with their events.

How do I attend or register for Summer Term classes?

The 10-week summer extended term will now end on August 15. It was originally scheduled to end on August 8. This extension provides faculty and students the opportunity to makeup missed instruction, assignments, etc., due to the cybersecurity incident. 

The 5-week Summer II Term will now run from July 15 – August 15, 2024. It was previously scheduled for July 8 – August 8, 2024.  Students will be able to register until July 19, 2024.

For the instructors, access to Summer I Term PAWS course shells will now be available until July 19, 2024.

How can I purchase my books for classes?

At this time, the Follett bookstores are closed for in-person services however you can purchase books online through http://www.stccsmaconhop.com.

How can I get a copy of my transcript?  

At this time, we cannot print or email transcripts.  

Will the campus child care centers be open?

Campus Child Care Centers on the Macon Cove and Union Avenue campuses will remain open during normal business hours.

How will I be notified of updates?

The College will provide updates through several channels: RAVE alerts, Southwest email and via Southwest’s Facebook and Instagram at @SouthwestTN.

After systems are fully operational, students and employees will be notified through Outlook or the email they provided on their student and/or employee application.

Will I be paid on my regular payday in July?

Yes, payroll will be processed for July on the regular pay date. It is critical that all non-exempt employees and their supervisors enter and approve their time worked during the network outage into the UKG system as soon as the system is operational. For regular full-time employees, time and leave for the month of June must be finalized and approved. For temporary and student employees, timecards for the pay period June 16 through July 15 must be completed and approved.

When will vendor payments resume?

Once the Banner system is operational, the Accounts Payable department will resume paying invoices.

How do I make a critical purchase right now?

Please email purchasing at purchasing@southwest.tn.edu with questions regarding critical purchases.

How do I process a time-sensitive travel authorization?

Please email purchasing at purchasing@southwest.tn.edu to request a manual Single Trip Authorization form.

As an hourly paid employee, how do I track and submit my time since the UKG timekeeping system is not operational?

Please check your email for a communication sent 7/12/24 providing a manual time sheet to be used for interim time tracking. Once UKG is operational, it will be critical that non-exempt (hourly-paid) employees immediately enter their time worked during the network outage. Supervisors must also approve the timesheets once submitted by the employees. This will be used to process the payroll for July and is very time sensitive.

Who to contact help for PAWS-related courses

Faculty and students should send all PAWS course related inquires to distance@southwest.tn.edu for a resolution.

What do you mean by “access the college’s network”?

This means any computer that is:

1. College issued or personal laptop that you physically bring to a Southwest campus and utilize to access, to internet, email, PAWS, Banner, Argos, etc. This applies to docked computers and those you use to connect via Wi-Fi.
2. A college issued or personal laptop that is used with a VPN to remotely access college internet, email, PAWS, Banner, Argos, etc.

My laptop is already docked at my workstation. Do I need to bring it in for an update?

No, you only need to bring your laptop in if it fits the criteria above and is currently at home with you.

Does this apply if I use a MacBook?

Yes, if use that MacBook to connect to the college’s network while on any campus you will need the update.

I only use my personal laptop at home without a VPN to access email and or PAWS etc. Does this impact me?

This does not currently impact you if you do not bring that device to a campus and connect it to the network.

I am unable to come to Union campus, is there a link I can use to download the update?

There is no available download. There will be additional opportunities to get your laptop updated soon.