IT System Incident Update

*Updated on April 9, 2024*

 

On March 29, we learned that the Hoya Group and some business divisions, including Hoya Vision Care, experienced an IT system incident affecting some of our operations. After learning of the issue, we immediately took steps to address the issue and began working closely with affected business divisions and outside experts to restore all of our operations. We are making significant progress in restoring the Hoya Vision Care systems affected by the IT incident and anticipate having all our systems back online the week of April 15th.

 

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. When will your operations be fully restored?

We are making significant progress in restoring the Hoya Vision Care systems affected by the IT incident and are working tirelessly to finish restoring all our systems the week of April 15th.

 

2. Has any information been impacted?

The investigation is ongoing. If we learn sensitive information about your organization was affected, we will notify you and regulators, if applicable, directly. 

 

3. Can I still make orders with Hoya Vision Care?

    • Yes, customers’ ability to place orders has been unaffected by the incident and some of our labs have remained open.

 

    • We expect to be able to fulfill orders more quickly once we finish restoring systems next week.

 

    • You may continue to experience some delays as we work through backlogs and towards a standard delivery schedule, and we want to thank you for your continued patience and understanding as our teams work diligently to address this issue.

 

    • Should you have any further questions about your specific order, please contact your dedicated sales representative.

 

4. How will I receive updates on this issue?

We are communicating directly with you and will continue to 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 and they will make sure you receive the information you need.