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Customer Update

Dell Announces Potential Cybersecurity Incident

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You may have read about a cybersecurity incident involving Dell.com. Your trust in Dell is our top priority, so we want to be sure you know the facts and where to go for more information.

Summary of what happened

On November 9, 2018, Dell detected and disrupted unauthorized activity on our network that attempted to extract Dell.com customer information, limited to names, email addresses and hashed passwords. Upon detection, we immediately implemented countermeasures and began an investigation. We also retained a digital forensics firm to conduct an independent investigation and engaged law enforcement.

Through that investigation, we found no conclusive evidence that any customer information was taken. Furthermore, there is no indication that any credit card or other sensitive customer information was targeted. We have cybersecurity measures in place that limit the impact of any potential exposure, including the hashing of customers’ passwords. Out of an abundance of caution, we proactively reset Dell.com customers’ passwords to further protect customers and their accounts. No Dell products or services were affected.

Protecting your information

We are committed to doing everything possible to protect our customers’ data. Dell will continue to invest in our information technology networks and security to detect and prevent the risk of unauthorized activity.

While we continue to do all that we can, please change your password the next time you log-in to Dell.com if prompted to do so (you will be prompted if you haven’t changed it recently). And if you use the same or similar passwords on other online services, we recommend you also set new passwords for those accounts.

Here are some tips for creating a secure password:

  • Passwords should contain a minimum of 8 characters, using a mix of uppercase and lowercase letters and at least one number.
  • Don’t use any words that can be associated with you such as a family name or address
  • Choose a reminder sentence about your life and create a password as the first letter of each word, so “I drink 2 cups of Tea With Honey every day!” becomes “id2coTWHed!” (Customers should not use this same example)
  • Keep in mind that it’s never a good idea to use the same password across multiple sites

Frequently Asked Questions

On November 9, 2018, Dell detected and disrupted unauthorized activity on its network attempting to extract Dell.com customer information, which was limited to names, email addresses and hashed passwords. Though it is possible some of this information was removed from Dell’s network, our investigations found no conclusive evidence that any was extracted. Additionally, Dell cybersecurity measures are in place to limit the impact of any potential exposure. These include the hashing of our customers’ passwords and a mandatory Dell.com password reset. Credit card and other sensitive customer information was not targeted. The incident did not impact any Dell products or services.
Upon detection of the attempted extraction, Dell immediately implemented countermeasures and initiated an investigation. Dell also retained a digital forensics firm to conduct an independent investigation and has engaged law enforcement.
Our investigations found no conclusive evidence your Dell.com customer information was extracted, and Dell cybersecurity measures are in place to limit the impact of any potential exposure. Credit card and other sensitive customer information was not targeted.
Yes. There is no indication of any credit card or other sensitive customer information being targeted.
We encourage you to change passwords for your other accounts if you used the same password on your Dell.com account. Below are some tips you should follow for creating a secure password:

  • Passwords should contain a minimum of 8 characters, using a mix of uppercase and lowercase letters and at least one number.
  • Don’t use any words that can be associated with you such as a family name or address
  • Choose a reminder sentence about your life and create a password as the first letter of each word, so “I drink 2 cups of Tea With Honey every day!” becomes “id2coTWHed!” (Customers should not use this same example)
  • Keep in mind that it’s never a good idea to use the same password across multiple sites
Yes. Dell cybersecurity measures include the hashing of our customers’ passwords and a mandatory Dell.com password reset. Hashed passwords, along with the password reset, limit exposure of customers’ account information. Customers are encouraged to change passwords for other accounts if they use the same password for their Dell.com account.
The primary online services that were affected by the password reset include Dell.com, Premier, Global Portal and support.dell.com (‘Esupport’).
Account information for Dell Premier.com customers active as of November 9, 2018, is included with the potentially extracted information. DellEMC.com and DellTechnologies.com customer account information was not involved.
Firstly, Dell.com passwords are stored in an unreadable format using a security method known as hashing. The Dell.com hashing system has been tested and validated by an expert third-party firm.  This hashing process limits the risk of customers’ passwords being revealed if a hashed version of their password were to ever be taken.
In addition, shortly after learning of the attempted extraction, Dell performed a global reset of Dell.com customer passwords and is requiring a multi-step authentication process prior to users regaining access to their accounts. 
Combined, these two measures reduce the exposure to potential extraction.
In this age of highly sophisticated information security threats, Dell is committed to doing all it can to protect customers’ information. This includes encouraging customers to change passwords for other accounts if they use the same password for their Dell.com account. Dell will continue to invest in its information technology networks and security to detect and prevent the risk of unauthorized activity.
Hashing is a cryptographic security mechanism, similar to encryption, that scrambles customers’ passwords into an unreadable format. Dell ‘hashes’ all Dell.com customer account passwords prior to storing them in our database using a hashing algorithm that has been tested and validated by an expert third-party firm. This security measure limits the risk of customers’ passwords being revealed if a hashed version of their password were to ever be taken.
The potentially extracted customer information is limited to names, email addresses and hashed passwords. There is no conclusive evidence any customer information was extracted. Additionally, Dell cybersecurity measures are in place to limit the effects of a potential exposure. There is no indication of any credit card or other sensitive customer information being targeted. The incident did not impact any Dell products or services.
The potential extraction is limited to Dell.com customer account information and does not impact any Dell products or services, including Dell Financial Services.
We detected unauthorized activity on our network attempting to extract Dell.com customer information on November 9, 2018. Upon detection of the attempted extraction, Dell immediately implemented countermeasures and initiated an investigation.
We are disclosing this incident now based on findings communicated to us by our independent digital forensics firm about the attempted extraction.
Yes. If you have not recently logged into your Dell.com account, you will be prompted to reset your password the next time you visit Dell.com.
If you have more questions, you can email or call our dedicated customer care team 24 hours per day:

By email: Dell_CustomerCare@Dell.com

By phone in the U.S. and Canada: (866) 453-1742

By phone outside the U.S. and Canada: Please visit this page to find a number for your local support information.

Press Release

Dell Announces Potential Cybersecurity Incident

ROUND ROCK, Texas, Nov. 28, 2018 – Dell is announcing that on November 9, 2018, it detected and disrupted unauthorized activity on its network attempting to extract Dell.com customer information, which was limited to names, email addresses and hashed passwords. Though it is possible some of this information was removed from Dell’s network, our investigations found no conclusive evidence that any was extracted. Additionally, Dell cybersecurity measures are in place to limit the impact of any potential exposure. These include the hashing of our customers’ passwords and a mandatory Dell.com password reset. Credit card and other sensitive customer information was not targeted. The incident did not impact any Dell products or services.

Upon detection of the attempted extraction, Dell immediately implemented countermeasures and initiated an investigation. Dell also retained a digital forensics firm to conduct an independent investigation and has engaged law enforcement.

In this age of highly sophisticated information security threats, Dell is committed to doing all it can to protect customers’ information. This includes encouraging customers to change passwords for other accounts if they use the same password for their Dell.com account. Dell will continue to invest in its information technology networks and security to detect and prevent the risk of unauthorized activity.

Dell.com customers can find more information on a dedicated web page Dell established at www.dell.com/customerupdate.

About Dell

Dell Inc., a part of Dell Technologies, provides customers of all sizes – including 99 percent of the Fortune 500 – with a broad, innovative portfolio from edge to core to cloud. Dell Inc. comprises Dell client as well as Dell EMC infrastructure offerings that enable organizations to modernize, automate and transform their data center while providing today’s workforce and consumers what they need to securely connect, produce, and collaborate from anywhere at any time.

CONTACT:
Media Relations: Media.Relations@Dell.com

Contacts

Dell representatives are available 24 hours per day to answer your questions about this incident:

By Email:
Dell_CustomerCare@Dell.com

By Phone:
U.S. and Canada: (866) 453-1742
Outside of the U.S. and Canada: Please visit this page to find your local support number

Forward-Looking Statements Disclaimer

Statements in this press release that relate to future results and events are forward-looking statements within the meaning of Section 21E of the Securities Exchange Act of 1934 and Section 27A of the Securities Act of 1933 and are based on Dell Technologies’ current expectations. In some cases, you can identify these statements by such forward-looking words as “anticipate,” “believe,” “confidence,” “could,” “estimate,” “expect,” “guidance,” “intend,” “may,” “objective,” “outlook,” “plan,” “project,” “possible,” “potential,” “should,” “will” and “would,” or similar words or expressions that refer to future events or outcomes. Dell Technologies’ results or events in future periods could differ materially from those expressed or implied by these forward-looking statements because of risks, uncertainties, and other factors, including those risks described in its filings with the SEC, including Dell Technologies’ annual report on Form 10-K for the fiscal year ended February 2, 2018, quarterly reports on Form 10-Q, current reports on Form 8-K, and other filings with the SEC. These filings are available for review through the SEC’s website at www.sec.gov. Any or all forward-looking statements Dell Technologies makes may turn out to be wrong and can be affected by inaccurate assumptions Dell Technologies might make or by known or unknown risks, uncertainties and other factors, including those identified in this press release. Accordingly, you should not place undue reliance on the forward-looking statements made in this press release, which speak only as of its date. Dell Technologies does not undertake to update, and expressly disclaims any duty to update, its forward-looking statements, whether as a result of circumstances or events that arise after the date they are made, new information, or otherwise.

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Footnotes

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Back to School Offer Terms:
Purchase select1 Inspiron and G Series laptop or desktop or any S series, SE series, Alienware, or Dell Gaming (G) series monitor between 7/25 at 6am ET and 9/22 6am ET and receive 6 months of the Disney Bundle on Dell when you subscribe to the Disney Bundle. Limit one code per customer. Offer applies to purchases on Dell.com only. Offer excludes Doorbusters/Limited quantity deals and clearance. Not valid for resellers and/or online auctions. Items may ship separately. See Return Policy.

Purchase select2 XPS or Alienware laptop or desktop between 7/25 at 6am ET and 9/22 6am ET and receive a free mouse (Model MS3320 with XPS, Model AM610 with Alienware) and 6 months of the Disney Bundle on Dell when you subscribe to the Disney Bundle. Limit one code per customer. Offer applies to purchases on Dell.com only. 1 year of Premium Support Plus or Pro Support Plus also included. Offer excludes Doorbusters/Limited quantity deals and clearance. Not valid for resellers and/or online auctions. Items may ship separately. See Return Policy

Offer valid only for customers who (1) make a qualifying purchase directly at Dell.com between 7/25 at 6am ET and 9/22 6am ET, (2) are residents of the United States who are 18 years of age or older, and (3) are new Disney Bundle subscribers or returning Disney Bundle subscribers without an existing subscription to any of the Bundled services. If you have an existing subscription to The Disney Bundle, Disney+, ESPN+, Hulu (ad-supported), Hulu (No Ads), and/or Hulu + Live TV, you are ineligible for this offer. After 6 month promotional subscription, The Disney Bundle auto-renews at the then-current monthly price (currently $13.99/month), and you will be charged each month until canceled. Cancel any time, subject to terms. Cancellation will be effective at the end of your promotional period or billing period. No refunds or credits for partial months or years. Valid payment method required to redeem offer. Must redeem offer code by 12/31/22 11:59 pm ET. Offer cannot be combined with any other promotional offer or pricing and is not redeemable for cash or any other goods or services. Offer limited to one per customer. Dell reserves the right to modify or cancel the offer at any time. Offer is nontransferable and cannot be sold or shared, and offer code is not valid and will not be honored if obtained from any third party.  Any Hulu plan switch after redemption of this offer will result in forfeiture of the promotional period.

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2 Included with: XPS 13 (9315), XPS 13 Plus (9320), XPS 15 (9520), XPS 17 (9720), XPS Desktop (8940/8950), Alienware M15 R7 Gaming Laptop, Alienware M17 R5 Gaming Laptop, Alienware X15 (R2) Gaming Laptop, Alienware X17 (R2) Gaming Laptop, Alienware X14 (R1) Gaming Laptop, Alienware Aurora R13 Gaming Desktop, Alienware Aurora Ryzen™ R14 Gaming Desktop