Re: Fwd: Urgent : Unable to download Vancouver Employee file - [#1131250]

Hi Troy,

Thank you for your valuable feedback.

We understand the importance of security best practices, and we agree that
sending sensitive information via email attachments is not ideal. Our
payroll team typically saves all files in a secure shared folder, and we
intend to strictly adhere to this protocol moving forward to safeguard
sensitive data.

The deviation from our normal practice in this instance was a one-off to
quickly resolve the urgent issue of obtaining the necessary data, thereby
preventing a delay in payroll processing.

Thanks,

Germaine DanielsPayroll Director
germaine.daniels@thekey.com
Phone: 562-380-3662
TheKey.com


On Tue, Jun 24, 2025 at 4:28 PM Troy Riha <troy.riha@thekey.com> wrote:

> Very happy this was resolved relatively quickly.  I do have 1 call out and
> request for everyone, as a security best practice is not recommended to
> send attachments over email that contain sensitive information such as
> name, SSN, pay etc.
>
> A preferred method to improve control if the data is required to be shared
> would be to leverage a shared drive and just email the link, that way we
> can set permission on who can access, and more easily control the life of
> the data.
>
> Thank you in advance
>
> Troy
>
>
>
> On Tue, Jun 24, 2025 at 10:38 AM Irin Eva <irin.eva@thekey.com> wrote:
>
>> Thank you all for your help today. We truly appreciate your support in
>> resolving this issue.
>>
>> I'm happy to report that Montreal is also working now.
>>
>> Thanks,
>> Irin
>>
>> On Tue, Jun 24, 2025 at 1:30 PM Tala Barakat <tala.barakat@thekey.com>
>> wrote:
>>
>>> Hi Team,
>>>
>>> Just an update on the cause of the issue: There was an update that was
>>> put in place over the weekend. In order to resolve the issue they needed to
>>> roll back the update, which required a bit of time. Both sites are
>>> functioning as Roxana mentioned. Please let us know if anything else comes
>>> up.
>>>
>>>
>>> Best,
>>> *Tala Barakat*
>>> Product Owner
>>> [image: TheKey] <https://thekey.com/about-us>
>>>
>>>
>>> On Tue, Jun 24, 2025 at 12:40 PM Roxana Cruz <
>>> clearcaresupport@homecareassistance.com> wrote:
>>>
>>>> You're welcome! I will let you know when Montreal is good to run as
>>>> well.
>>>>
>>>> On Tue, 24 Jun at 12:39 PM , Irin Eva <irin.eva@thekey.com> wrote:
>>>> Hi Roxana,
>>>>
>>>> It's working now! Thank you so much for your help today. We really
>>>> appreciate it.
>>>>
>>>> Thanks,
>>>> Irin
>>>>
>>>> On Tue, Jun 24, 2025 at 12:34 PM Roxana Cruz <
>>>> clearcaresupport@homecareassistance.com> wrote:
>>>>
>>>>> Irin,
>>>>>
>>>>> Can you try Vancouver?
>>>>>
>>>>>
>>>>> On Tue, 24 Jun at 12:14 PM , Irin Eva <irin.eva@thekey.com> wrote:
>>>>> Hi Germaine,
>>>>>
>>>>> Noted with thanks.
>>>>>
>>>>> *For All Kind of Payroll Inquiries Please Copy Canada Payroll Email
>>>>> - canadapayroll@thekey.com <canadapayroll@thekey.com>*
>>>>>
>>>>> Irin Nahar Eva, PCP, PLP (CPM)
>>>>> Payroll Manager - Canada
>>>>> *647-932-6409 *
>>>>> irin.eva@thekey.com
>>>>> [image: See the source image]
>>>>>
>>>>>
>>>>> On Tue, Jun 24, 2025 at 12:09 PM Germaine Daniels <
>>>>> germaine.daniels@thekey.com> wrote:
>>>>>
>>>>>> Hi Tala and Roxana,
>>>>>>
>>>>>> Thank you for continuing to work on this issue. In the meantime,  @Irin
>>>>>> Eva <irin.eva@thekey.com>  please proceed with running payroll for
>>>>>> our corporate employees in Montreal and Vancouver.
>>>>>>
>>>>>> I will be sending out a communication to our caregivers in Montreal
>>>>>> and Vancouver and will coordinate with @Sky Cross
>>>>>> <sky.cross@thekey.com> and @Olivia Farrow <olivia.farrow@thekey.com>
>>>>>>   for distribution.
>>>>>>
>>>>>> Thanks,
>>>>>> *Germaine Daniels*
>>>>>> Director Payroll | TheKey
>>>>>> Email: germaine.daniels@thekey.com
>>>>>> Mobile: 562.784.1800
>>>>>>
>>>>>> <http://www.thekey.com>
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Tue, Jun 24, 2025 at 8:22 AM Tala Barakat <tala.barakat@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> That's odd - I'm now receiving the same error message again. The
>>>>>>> ticket is escalated to tier 2.
>>>>>>>
>>>>>>>
>>>>>>> *Tala Barakat*
>>>>>>> Product Owner
>>>>>>> [image: TheKey] <https://thekey.com/about-us>
>>>>>>>
>>>>>>>
>>>>>>> On Tue, Jun 24, 2025 at 11:12 AM Irin Eva <irin.eva@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Hi Tala,
>>>>>>>>
>>>>>>>> Thank you for sending the Montreal report. However, it seems that
>>>>>>>> this file is also missing some employee data. Our total payroll for
>>>>>>>> Montreal this week is $151,088, but the report only shows $34,000.
>>>>>>>>
>>>>>>>> [image: image.png]
>>>>>>>>
>>>>>>>> Thanks,
>>>>>>>> Irin
>>>>>>>>
>>>>>>>> On Tue, Jun 24, 2025 at 11:06 AM Tala Barakat <
>>>>>>>> tala.barakat@thekey.com> wrote:
>>>>>>>>
>>>>>>>>> Hi Team,
>>>>>>>>>
>>>>>>>>> Montreal worked as well. Please see attached.
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> *Tala Barakat*
>>>>>>>>> Product Owner
>>>>>>>>> [image: TheKey] <https://thekey.com/about-us>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Tue, Jun 24, 2025 at 11:03 AM Roxana Cruz <
>>>>>>>>> clearcaresupport@homecareassistance.com> wrote:
>>>>>>>>>
>>>>>>>>>> Same error message for Montreal - ClearCare is going to get back
>>>>>>>>>> to me, their tier 2 is looking into this error.
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> *For All Kind of Payroll Inquiries Please Copy Canada Payroll Email
>>>>>>>> - canadapayroll@thekey.com <canadapayroll@thekey.com>*
>>>>>>>>
>>>>>>>> Irin Nahar Eva, PCP, PLP (CPM)
>>>>>>>> Payroll Manager - Canada
>>>>>>>> *647-932-6409 *
>>>>>>>> irin.eva@thekey.com
>>>>>>>> [image: See the source image]
>>>>>>>>
>>>>>>>
>>>>
>>>> --
>>>> *For All Kind of Payroll Inquiries Please Copy Canada Payroll Email
>>>> - canadapayroll@thekey.com <canadapayroll@thekey.com>*
>>>>
>>>> Irin Nahar Eva, PCP, PLP (CPM)
>>>> Payroll Manager - Canada
>>>> *647-932-6409 *
>>>> irin.eva@thekey.com
>>>> [image: See the source image]
>>>>
>>>> 1131250:611100
>>>>
>>>
>>
>> --
>>
>> *For All Kind of Payroll Inquiries Please Copy Canada Payroll Email
>> - canadapayroll@thekey.com <canadapayroll@thekey.com>*
>>
>>
>> Irin Nahar Eva, PCP, PLP (CPM)
>>
>> Payroll Manager - Canada
>>
>> *647-932-6409 *
>>
>> irin.eva@thekey.com
>>
>> [image: See the source image]
>>
>