Important Customer Information
Americas Cybersecurity Incident
Olympus is currently investigating a cybersecurity incident detected October 10, 2021, affecting IT systems in the Americas (U.S., Canada and Latin America). We are working with the highest priority to resolve this issue.
We are sharing updates with our customers here, including:
- October 21, 2021: Letter Providing Updates on Medical Business Operations
- October 12, 2021: Letter Regarding Americas IT Security Incident
Q&A for Customers
When and how was the event discovered - when and how was the event contained?
Olympus is currently investigating a cybersecurity incident detected October 10, 2021, affecting IT systems in the Americas (U.S., Canada and Latin America). We are working with the highest priority to resolve this issue. As part of the investigation and containment, we have suspended data transfers in affected systems and have informed relevant external partners. We are working with appropriate technical forensic experts and law enforcement authorities on this situation and will continue to take all necessary measures to serve our customers and business partners in a secure way.
Can I order and will be my product be shipped?
We are taking, processing, and shipping orders. We are also addressing the backlog in orders through overtime and weekend hours. Rest assured that we are working at the highest priority to fully restore all operations.
How should I submit my order?
Please submit your orders through GHX/EDI or email to OrderEntry@Olympus.com. We are not able to receive orders by fax at this time. Orders can be submitted via GHX/EDI as normal and will be processed as they are received.
Is your Service and Repair team operational?
We are accepting new Service Repair requests through our Customer Service team (1-800-848-9024, option 3). Please note that we are temporarily unable to check on the status of existing Service Repair orders that were placed prior to October 10th. We are working very hard to provide updates on these Service Repair orders as soon as possible.
Can I receive loaners?
We are shipping loaners. We are currently making outbound calls to all customers that have a repair in-house with us to understand their need for loaners. If you have an urgent situation prior to receiving a call from us, please contact your local sales representative and ask for escalation.
What do I do if my product requires on-site repair?
Our Field Service Engineers and Endoscopy Support Specialists are again available to support your needs. If you have products that require on-site repair, please follow the normal process for initiating the request. We have also instituted a rigorous security protocol for Olympus representatives visiting customer sites.
Is MyOlympusService.com Operational?
MyOlympusService.com is not back up yet, but we are preparing for it to come back on-line as soon as other supporting systems are back up.
Where is my order? Should I call Customer Service?
Our Technical Assistance Center and our Customer Service Center continue to increase operational capacities and are managing high volumes of customer inquiries at this time. We are addressing the backlog in orders through overtime and weekend hours. Rest assured that we are working at the highest priority to fully restore all operations.
Is there any possible impact to VaultStream Systems?
We recommend healthcare systems follow their own IT security policies, but we have no reason to believe that our products were affected by this incident. If investigations uncover that a customer or business partner’s data was involved in a way that calls for us to provide notification, we will communicate by email or phone call.
Can someone on my team talk with your IT Department?
We understand that you may feel urgency to connect with our IT leadership. Please know that they must prioritize fully restoring operations and that any questions you may have should be directed to your Olympus representative.
Olympus External Disclosures
- Disclosure: Update: Investigation into cybersecurity incident ongoing
- Disclosure: Investigating potential cybersecurity incident affecting our IT system in the Americas
We are working hard to provide ongoing updates to our customers. Please contact your Olympus representative with any additional questions.
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