Singapore Region Unplanned Service Incident and Compensation Notice

Dear Customer,

At 18:46 on July 29, 2026 (Singapore Time), an on-site remote hands engineer in our Singapore region inadvertently performed an incorrect operation while carrying out maintenance on unrelated equipment. This caused several compute nodes to reboot unexpectedly and resulted in a temporary interruption to the services hosted on those nodes.

The incident lasted approximately 20 minutes. All affected compute nodes and services have since been fully restored.

Following a comprehensive inspection, we have confirmed that the incident caused no data loss, data corruption, or other ongoing impact. Nevertheless, we sincerely apologize for the unexpected reboots and service interruption.

We have required the relevant service provider to strengthen its on-site operating procedures, operation verification controls, and risk management processes to reduce the likelihood of a similar incident occurring again.

As compensation, customers whose existing services were affected by this incident will receive a 30-day service extension. Compensation will be applied automatically, and no support ticket or separate application is required. Please refer to the credited service period shown in the customer portal.

We sincerely apologize again for the inconvenience caused and appreciate your understanding and continued support.

新加坡区域计划外服务中断及补偿公告

尊敬的客户：

2026 年 7 月 29 日 18:46（新加坡时间），新加坡区域的现场远程协助工程师在维护其他无关设备期间发生操作失误，导致部分计算节点意外重启，并造成相关节点所承载的服务短暂中断。

本次事件持续约 20 分钟，目前所有受影响的计算节点及相关服务均已恢复正常运行。

经全面检查确认，本次事件未造成任何数据丢失、数据损坏或其他持续性影响。尽管如此，对于此次意外重启及服务中断，我们仍深表歉意。

我们已要求相关服务商进一步加强现场操作规范、操作复核机制及风险控制流程，以降低类似事件再次发生的可能性。

针对本次事件中实际受到影响的现有服务，我们将统一提供 30 天服务时长补偿。补偿将由系统自动发放，无需提交工单或另行申请，具体补偿结果请以客户中心显示的服务到期时间为准。

再次对本次意外中断给您带来的不便表示诚挚歉意，感谢您的理解与长期支持。

ISIF
2026 / 7 / 29