🌐 ISIF Customer Protection & Service Compensation Program

Dear ISIF Customers,

Since April 1, 2026, ISIF has been facing sustained DDoS attacks and abnormal network traffic impact, affecting all service regions. During this period, some regions and products may have experienced unstable connectivity, increased latency, packet loss, temporary unreachability, or an overall degraded service experience. We sincerely apologize for the inconvenience and disruption caused by this incident.

After the attacks began, ISIF immediately activated its emergency response process and continued to allocate technical, network, operations, and upstream coordination resources, including traffic scrubbing, mitigation policy adjustments, upstream coordination, route optimization, regional resource scheduling, infrastructure checks, and service recovery validation.

We fully understand that stable, reliable, and sustainable network service is the foundation of your trust in ISIF. As attack patterns continue to evolve, ISIF will continue strengthening its overall network resilience and mitigation capabilities, while doing our best to protect customer interests.

📌 Compensation Plan

🇭🇰 Hong Kong COP: 1 month of additional service time
🇯🇵 Japan COP: 1 month of additional service time
🇸🇬 Singapore COP: 2 months of additional service time
🇰🇷 Korea COM: 2 months of additional service time

⚠️ Notice Regarding Korea COM

Korea COM is still affected by ongoing attacks and network impact, and the issue has not yet been fully resolved. We are continuing to work on mitigation access, route adjustments, upstream coordination, and network recovery. Further arrangements will be evaluated based on the actual recovery progress.

🧾 Recovery Arrangement for Expired Services

For customers whose services expired after the attack impact began on April 1, 2026, and who did not renew during the affected period, if you would still like to continue using ISIF services, please submit a support ticket within 7 days after the publication of this announcement to request service recovery.

After verification, if the service is confirmed to be within the affected scope, we will do our best to assist with the recovery of the corresponding service and provide the same service-time compensation under this compensation policy. Expired services that do not submit a recovery request within the above period will be considered as no longer continuing the related service and will not be included in this recovery and compensation arrangement afterward.

⏱️ Compensation Delivery

The compensation will be automatically credited by the system within 7 days. No separate ticket or manual application is required for active eligible services. Once completed, the expiration date of the relevant service will be automatically extended.

If your service has expired, been cancelled, or is under a special order status, the system may not be able to complete the compensation automatically. In such cases, please contact us through a support ticket within the period stated above.

ISIF has always been committed to long-term infrastructure stability, continuous network quality improvement, and responsible service delivery. This incident will also drive us to further improve our mitigation system, upstream resources, regional scheduling capability, and long-term delivery standards.

Thank you for your understanding, patience, and trust during this incident. We will continue to build ISIF’s network and infrastructure capabilities to a higher standard, and we will do our utmost to provide a more stable, reliable, and sustainable service experience for our customers.

ISIF