*Updated on April 24, 2024*
As we previously shared, at the end of March we learned that the Hoya Group and some business divisions, including Hoya Vision Care, experienced an IT system incident affecting some of our operations. In keeping with our commitment to transparency, we wanted to provide an update on the progress we have made in restoring Hoya Vision Care systems and operations.
Our restoration process of Hoya Vision Care systems affected by the incident is substantially complete and the majority of affected labs are now open. We are, however, experiencing slight delays as we work through backlogs and hope to get back to our standard delivery schedule as soon as possible.
We recognize you may have questions about the incident and, as part of our commitment to transparency and customer service, below you may find answers to frequently asked questions. If you have additional questions, please contact us and a member of our dedicated team working on this issue will get back to you.
FREQUENTLY ASKED QUESTIONS
The following are answers to frequently asked questions Hoya Vision Care has received in relation to this matter.
1. I placed an order while some labs were down, how can I confirm my order is now being processed?
All orders received are being processed normally. You may experience some delays as we work through the remaining backlogs and towards a standard delivery schedule. If you have additional questions on specific orders, please contact our customer services team.
2. Has any information been affected?
Through the ongoing investigation, we have confirmed an unauthorized third party gained access to certain servers of our Group and exfiltrated a limited number of files. If we learn sensitive information about your organization was affected, we will promptly notify you and regulators, as appropriate.
3. How will I receive updates on this issue?
We will continue to communicate directly with our customers and provide updates on this website. If you have not received an update from us directly, please do not hesitate to reach out to your account manager who can further assist you.