Jun <var data-var='date'>24</var>, <var data-var='time'>20:30</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 24, 2026 20:48 ~ 21:23 (KST) (approximately 35 minutes) - Affected Scope: Phone feature (inbound/outbound calls) - Cause: A change in the internal data structure caused the Meet feature to stop functioning properly. - Resolution: The system has been restored to its previous state, and we will be improving our deployment process to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again. Temporary issue has been detected with Phone feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Temporary issue detected with Phone feature

Jun <var data-var='date'>23</var>, <var data-var='time'>17:16</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 23, 2026 15:00 ~ 17:00 (KST) (approximately 2 hours) - Affected Scope: File and image messages sent by customers via KakaoTalk. - Cause: File and image messages were not properly received due to a Kakao service outage. - Resolution: The service was restored following the recovery of Kakao's service outage. Jun <var data-var='date'>23</var>, <var data-var='time'>16:11</var> KST Investigating - Temporary issue has been detected with Kakao Talk Integration Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Temporary issue detected with Kakao Talk Integration Service

Jun <var data-var='date'>22</var>, <var data-var='time'>15:19</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: June 22, 2026 14:50 ~ 15:15 (KST) (approximately 25 minutes) - Affected Scope: All channels accessing the Channel Talk app and pages - Cause: An error occurred upon access due to a display configuration issue within the admin app. - Resolution: The affected configuration has been corrected and the service has been restored. Jun <var data-var='date'>22</var>, <var data-var='time'>15:15</var> KST Investigating - Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Issue detected with Channel Talk system

Jun <var data-var='date'> 5</var>, <var data-var='time'>14:30</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. - Incident Time: June 5, 2026 14:34:45 ~ 14:38:30 (KST)

Temporary issue detected with AI ALF feature

May <var data-var='date'>26</var>, <var data-var='time'>15:37</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 24, 2026 04:00 ~ May 26, 2026 10:50 (KST) (approximately 2 days 6 hours 50 minutes) - Affected Scope: Domestic SMS sending via the marketing and follow-up notification features - Cause: During an internal system maintenance, SMS processing was not resumed, resulting in a failure to deliver text messages. - Resolution: SMS processing has been resumed and the service has been restored. Two-stage monitoring has been added to prevent recurrence. May <var data-var='date'>26</var>, <var data-var='time'>15:36</var> KST Investigating - Temporary issue has been detected with SMS Sending Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. May <var data-var='date'>26</var>, <var data-var='time'>11:41</var> KST Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>26</var>, <var data-var='time'>09:49</var> KST Investigating - Temporary issue has been detected with SMS Sending Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Temporary issue detected with SMS Sending Service

May <var data-var='date'>24</var>, <var data-var='time'>05:02</var> KST Completed - The scheduled maintenance has been completed. May <var data-var='date'>24</var>, <var data-var='time'>04:42</var> KST Update - Maintenance window has been extend an hour due to unexpected delay. May <var data-var='date'>24</var>, <var data-var='time'>04:00</var> KST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>18</var>, <var data-var='time'>18:41</var> KST Update - We will be undergoing scheduled maintenance during this time. May <var data-var='date'>18</var>, <var data-var='time'>16:18</var> KST Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>24</var>, <var data-var='time'>11:55</var> KST Scheduled - To enhance service stability and security, we will be performing the main database (DB) upgrade. Below are the details of the scheduled maintenance. Maintenance Schedule Date: Saturday, May 23, 2026 EDT / Sunday, May 24, 2026 KST Time: Starting at 3:00 PM EDT / 4:00 AM KST Duration: Approximately 1 hour Service Impact During the maintenance period, all Channel.io services will be unavailable. Services will be automatically resumed upon completion. Notice Document English: <a href="https://docs.channel.io/updates/en/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260524-95ef21a3">maintenance-notice-May-24-en</a> 한국어: <a href="https://docs.channel.io/updates/ko/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260524-95ef21a3">maintenance-notice-May-24-ko</a> 日本語: <a href="https://docs.channel.io/updates/ja/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260524-95ef21a3">maintenance-notice-May-24-ja</a> If you have any questions regarding this notice, please contact us via Channel.io.

[Important Notice] Scheduled Maintenance for Channel.io Main DB Upgrade

May <var data-var='date'>21</var>, <var data-var='time'>22:02</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 21, 2026 19:00 ~ 22:00 (KST) (approximately 3 hours) - Affected Scope: Channels using messaging integrations (KakaoTalk, WeChat, etc.) and shopping mall integrations (GodoMall, ShopBy, etc.) - Incident Details: 1) Messages could not be sent through messaging apps such as KakaoTalk and WeChat 2) Order information was not saved for integrated shopping malls such as Godo Mall and ShopBy - Cause: A compatibility issue between some servers occurred during a system update. - Resolution: The affected servers were updated to restore compatibility and resolve the issue. May <var data-var='date'>21</var>, <var data-var='time'>21:08</var> KST Investigating - Temporary issue has been detected with Kakao Talk Integration Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. May <var data-var='date'>21</var>, <var data-var='time'>20:55</var> KST Monitoring - We have identified the cause of the current outage and have taken corrective action. We are currently monitoring the service for stabilization. We will provide you with an update as soon as we confirm the detailed cause. We apologize for any inconvenience this may have caused. May <var data-var='date'>21</var>, <var data-var='time'>20:30</var> KST Investigating - Temporary issue has been detected with Kakao Talk Integration Service. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

May <var data-var='date'>18</var>, <var data-var='time'>11:37</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 18, 2026 10:03 ~ 11:14 (KST) (approximately 71 minutes) - Affected Scope: Delays in inbox loading, IVR response, and App Store settings screen access in some environments during the incident period - Cause: Repeated data lookup requests in App Store-related features caused a temporary surge in load on the server managing the data, which also delayed other requests using the same server. - Resolution: The processing path causing the load was temporarily disabled to restore service. Going forward, the affected processing will be separated into its own flow, and frequently used information will be stored in advance for faster access. We have also adjusted request volume and processing time to prevent similar load from accumulating again. We will continue to strengthen monitoring to prevent similar issues from occurring again. May <var data-var='date'>18</var>, <var data-var='time'>11:06</var> KST Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>18</var>, <var data-var='time'>10:32</var> KST Investigating - Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

May <var data-var='date'>14</var>, <var data-var='time'>20:22</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Incident Time: May 14, 2026, 19:47 – 20:03 (KST) Scope of Impact: Temporary unavailability of the Channel Talk admin application, including disruptions to auto-assignment and agent status updates. Cause: Temporary system overload during a deployment for product improvements. Resolution: Resolved the overload by scaling up the database servers and performing a rollback. May <var data-var='date'>14</var>, <var data-var='time'>19:56</var> KST Monitoring - We have identified the cause of the current outage and have taken corrective action. We are currently monitoring the service for stabilization. We will provide you with an update as soon as we confirm the detailed cause. We apologize for any inconvenience this may have caused. May <var data-var='date'>14</var>, <var data-var='time'>19:49</var> KST Investigating - Channel Talk system is experiencing an issue. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

May <var data-var='date'> 4</var>, <var data-var='time'>10:00</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: May 4, 2026 09:59 ~ 13:17 (KST) (approximately 3 hours 18 minutes) - Affected Scope: Intermittent delays and failures in customer contact lookups and marketing recipient lookups in some channels during the incident period - Cause: Load was concentrated on some servers handling data, causing temporary delays and intermittent failures - Resolution: Initial load balancing has been completed, and additional stabilization work will follow. Temporary issue has been detected with Contacts feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Temporary issue detected with Contacts feature

Apr <var data-var='date'>27</var>, <var data-var='time'>23:45</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: April 24, 2026 15:00 ~ April 27, 2026 23:50 (KST) (approximately 3 days 8 hours 50 minutes) - Affected Scope: Channels provided with the renewed ALF analytics feature - Cause: Data from some periods was omitted from aggregation, resulting in inaccurate results being displayed - Resolution: Aggregation has been corrected to include all previously omitted data from the affected periods. Apr <var data-var='date'>24</var>, <var data-var='time'>15:00</var> KST Investigating - Temporary issue has been detected with AI ALF Statistics feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Temporary issue detected with AI ALF Statistics feature

Apr <var data-var='date'>26</var>, <var data-var='time'>04:19</var> KST Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>26</var>, <var data-var='time'>04:00</var> KST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>24</var>, <var data-var='time'>11:56</var> KST Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>24</var>, <var data-var='time'>11:55</var> KST Update - We will be undergoing scheduled maintenance during this time. Mar <var data-var='date'>26</var>, <var data-var='time'>14:52</var> KST Scheduled - To enhance service stability and security, we will be performing preparatory work for our main database (DB) upgrade. Below are the details of the scheduled maintenance. Maintenance Schedule Date: Saturday, April 25, 2026 EDT / Sunday, April 26, 2026 KST Time: Starting at 3:00 PM EDT / 4:00 AM KST Duration: Approximately 30 minutes Service Impact During the maintenance period, all Channel.io services will be unavailable. Services will be automatically resumed upon completion. Notice Document English: <a href="https://docs.channel.io/updates/en/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260426-b04d019f">maintenance-notice-April-26-en</a> 한국어: <a href="https://docs.channel.io/updates/ko/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260426-b04d019f">maintenance-notice-April-26-ko</a> 日本語: <a href="https://docs.channel.io/updates/ja/articles/%EC%A4%91%EC%9A%94-%EA%B3%B5%EC%A7%80-%EC%B1%84%EB%84%90%ED%86%A1-%EB%A9%94%EC%9D%B8-DB-%EC%97%85%EA%B7%B8%EB%A0%88%EC%9D%B4%EB%93%9C-%EC%A0%90%EA%B2%80%EC%97%90-%EB%94%B0%EB%A5%B8-%EC%84%9C%EB%B9%84%EC%8A%A4-%EC%9D%BC%EC%8B%9C-%EC%A4%91%EB%8B%A8-%EC%95%88%EB%82%B4-260426-b04d019f">maintenance-notice-April-26-ja</a> If you have any questions regarding this notice, please contact us via Channel.io.

[Important Notice] Scheduled Maintenance for Channel.io Main DB Upgrade Preparation

Apr <var data-var='date'>24</var>, <var data-var='time'>11:11</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. -Incident Time: 2026-04-23 19:44 ~ 2026-04-24 11:05 (KST) -Affected Scope: Users who launched the Android app while in a logged-out state. -Cause: Following a server update, an issue occurred where the app entered an unexpected path during the launch process while not logged in. -Resolution: Reverted the server to its previous state and updated the Android app. -Measures to Prevent Recurrence: Strengthen pre-deployment testing for scenarios that could cause the app to freeze or hang during the launch process. Apr <var data-var='date'>24</var>, <var data-var='time'>09:39</var> KST Investigating - We are currently experiencing a temporary issue with the Channel Talk service. We have identified an issue where users are unable to log in on Android mobile devices after a new login or logging out. We are urgently investigating the cause and will provide updates as soon as possible. We sincerely apologize for any inconvenience this may cause.

Service Partially Unavailable

Apr <var data-var='date'>23</var>, <var data-var='time'>12:29</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: April 22, 2026 21:30 ~ April 23, 2026 12:00 (KST) (approximately 14 hours 30 minutes) - Affected Scope: User chats newly created during the incident in which tasks were triggered - Cause: A temporary disruption occurred after a change in a specific processing logic of the system - Resolution: The affected logic has been rolled back, and internal inspection procedures have been strengthened to prevent recurrence. We will continue to strengthen monitoring to prevent similar issues from occurring again. Apr <var data-var='date'>23</var>, <var data-var='time'>11:23</var> KST Investigating - Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Apr <var data-var='date'>20</var>, <var data-var='time'>11:36</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: April 20, 2026 10:25:42 ~ 11:08:41 (KST) (approximately 43 minutes) - Affected Scope: All channels 1) Some real-time chat responses were delayed compared to usual 2) The ALF Preview feature was temporarily not functioning properly - Cause: A temporary disruption occurred in some servers supporting the system under specific conditions - Resolution: Completed emergency server inspection and restoration. Preventive measures have been implemented to avoid recurrence. All systems have been fully restored to normal operation following the emergency inspection. We will continue to strengthen monitoring to prevent similar issues from occurring again. Apr <var data-var='date'>20</var>, <var data-var='time'>11:11</var> KST Investigating - Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Apr <var data-var='date'>20</var>, <var data-var='time'>10:00</var> KST Resolved - We would like to inform you of an issue where the unread message count in the inbox was inconsistent and inbox loading was slower than usual. All necessary actions have been completed, and the service is now operating normally. - Incident Details: 1) The “unread message count” displayed on the right side of the inbox did not match the actual number 2) Loading speed of the inbox list was slower than usual - Incident Time: April 20, 2026 09:55 ~ 10:39 (approximately 44 minutes) - Cause: A temporary surge in load occurred in a specific segment of the server managing inbox data - Resolution: The overloaded server segment was distributed to balance the load, and all systems have now been fully restored to normal operation.

Temporary issue detected with Customer Support (Inbox)

Apr <var data-var='date'> 8</var>, <var data-var='time'>15:25</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: 2026. 04. 08 15:10 ~ 2026. 04. 08 15:25 (KST) - Affected Scope: Some channels using a specific LLM model (Claude) for ALF responses (List of channels attached below). - Cause: Service error (overload) from the provider of the specific LLM model. - Resolution: Switched to using a different LLM model for generating responses. - Measures to Prevent Recurrence: Plan to reduce the time required to switch LLM models in the event of a service error from the LLM provider. Apr <var data-var='date'> 8</var>, <var data-var='time'>15:24</var> KST Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'> 8</var>, <var data-var='time'>15:20</var> KST Update - We are continuing to investigate this issue. Apr <var data-var='date'> 8</var>, <var data-var='time'>15:20</var> KST Investigating - Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Apr <var data-var='date'> 1</var>, <var data-var='time'>11:30</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. -Incident Time 1: 2026. 04. 01 00:00 ~ 2026. 04. 01 00:30 (KST) -Incident Time 2: 2026. 04. 01 08:30 ~ 2026. 04. 01 11:30 (KST) -Affected Scope: In some channels, ALF sent error messages instead of responses, after which the chats were transferred to managers. -Cause: System load on the external service (LLM provider) used for generating ALF responses. -Resolution: Swapped to an alternative LLM service model. -Measures to Prevent Recurrence: Establish an automatic fallback system to ensure response continuity by switching to alternative models or services if a specific provider encounters an issue.

Mar <var data-var='date'>19</var>, <var data-var='time'>21:55</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Incident Time: 2026. 03. 19 19:41 ~ 2026. 03. 19 21:55 (KST) Affected Scope: An issue where the 'Send' button fails to activate when composing response messages in certain user chats. Cause: While disabling the 'Send' button due to configuration errors in email user chats, regular user chats (non-email) were inadvertently affected. Resolution: Modified the logic to perform the 'Send' button disable check only within the email editor. Mar <var data-var='date'>19</var>, <var data-var='time'>19:41</var> KST Identified - Temporary issue has been detected with Customer Support (Inbox) feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. Please note that there is an issue where the 'Send' button in the inbox input field may appear disabled in certain situations. However, messages can still be sent by pressing the 'Enter' key.

Mar <var data-var='date'>18</var>, <var data-var='time'>14:00</var> KST Resolved - Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause. The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. -Incident Time: 2026. 03. 18 14:00 ~ 2026. 03. 23 16:00 (KST) -Affected Scope: ALF providing inaccurate responses due to failure to correctly reference linked knowledge. -Cause: An issue where certain reference information was missing in the RAG (Retrieval-Augmented Generation) logic. -Resolution: Emergency fix and deployment completed after identifying the cause; service has been restored to normal.

Mar <var data-var='date'>13</var>, <var data-var='time'>11:18</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. Issue 1: Response disruption due to Claude model quota exhaustion - Incident Time: 2026.03.13 11:11 ~ 11:18 (approximately 7 minutes) - Affected Scope: Some channels using ALF - Cause: ALF responses were not functioning properly in certain channels due to the exhaustion of the allocated quota for the Claude model. Issue 2: Service disruption caused by configuration error during model deactivation - Incident Time: 2026.03.13 11:18 ~ 11:40 (approximately 22 minutes) - Affected Scope: All channels using the ALF response feature - Cause: While disabling the Claude model for specific channels to resolve Issue 1, a configuration error caused the model setting to be applied across all channels, resulting in response disruptions. Issue 3: Response disruption due to Claude model usage control configuration - Incident Time:2026.03.13 15:16:20 ~ 15:22:50 (KST) - Affected Scope: Some channels using ALF - Cause: Due to an issue with the vendor-side control configuration for Claude model calls, ALF responses were not functioning properly in certain channels. The issue has now been resolved, and the service has been operating normally since 11:40. We sincerely apologize for the inconvenience caused.

Mar <var data-var='date'>13</var>, <var data-var='time'>11:09</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: March 12, 2026 20:32 ~ March 13, 2026 11:09 (KST) - Affected Scope: In certain cases where team assignment and VoiceALF were used together in an IVR workflow, calls connected through VoiceALF were not routed to agents when a request to connect to an agent was made. - Cause: The status change function did not operate correctly when a call waiting for a manager was moved to the queue. - Resolution: Fixed the issue so that the queue status change function operates correctly. - Measures to Prevent Recurrence: Strengthen testing across a wider range of environments.

Mar <var data-var='date'> 5</var>, <var data-var='time'>20:24</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. - Incident Time: 2026. 03. 05 20:18 ~ 2026. 03. 05 20:24 (KST) - Affected Scope: Connection delays and non-responsiveness on Channel Talk Desk. - Cause: A sudden surge in database connection demand occurred following improvements to the asynchronous thread pool structure, resulting in a service failure. - Resolution: Reverted to the previous thread pool structure. - Measures to Prevent Recurrence: Establish a process to pre-evaluate the impact on DB connections when modifying thread pool structures and strengthen connection-related monitoring alerts.

Mar <var data-var='date'> 3</var>, <var data-var='time'>18:02</var> KST Resolved - The temporary issue has been resolved, and the service is now fully operational. We apologize for any inconvenience this may have caused. 1) - Incident Time: March 3, 2026 13:20 ~ March 3, 2026 15:22 (KST) - Affected Scope: ALF knowledge-based responses - Cause: Temporary resource shortage due to increased Gemini API usage - Resolution: Temporarily increased the allocated resource quota - Measures to Prevent Recurrence: Mitigate resource shortages by splitting API calls to distribute load 2) - Incident Time: March 3, 2026 16:46 ~ March 3, 2026 17:22 (KST) - Affected Scope: ALF response generation - Cause: Delay in reflecting stabilization improvements applied to ALF - Resolution: Switched to an alternative available AI platform - Measures to Prevent Recurrence: Apply redundancy mechanisms earlier to ensure uninterrupted service in case of ALF-related issues Mar <var data-var='date'> 3</var>, <var data-var='time'>17:12</var> KST Update - We are continuing to investigate this issue. Mar <var data-var='date'> 3</var>, <var data-var='time'>17:04</var> KST Investigating - Temporary issue has been detected with AI ALF feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

Feb <var data-var='date'>27</var>, <var data-var='time'>17:31</var> KST Resolved - This incident has been resolved. Jan <var data-var='date'>22</var>, <var data-var='time'>15:26</var> KST Monitoring - We sincerely apologize to all customers affected by the file deletion issue. Below is the technical report outlining the details of the incident. Summary - Incident period: January 12, 2026 (Mon), 11:28 PM – January 13, 2026 (Tue), 12:43 AM (EST) - Scope of impact: Media files (images, audio, attachments, etc.) stored in some channels Cause and Impact This incident was not caused by an external factor or system infrastructure failure, but by insufficient internal operational procedures and validation. On January 13, 2026, during a scheduled cleanup of files that had reached their retention period, a code error resulted in files being deleted beyond the intended scope. The root cause was the lack of adequate pre-validation of the impact scope, insufficient verification of deletion targets, and the absence of safety mechanisms for recovery. As a result, the following issues occurred: - Silent audio in inbound call features (e.g., IVR and guidance messages) due to failed audio file references - Inability to view files used in macros, profiles, cover images, and custom button images - Inability to view files within one time message, campaigns, workflows, and ALF tasks - Inability to view images and attachments in team chats and user chats Actions Taken and Recovery Status - Immediately halted the file deletion logic upon detection and rolled back the system to a previous stable version - Temporarily disabled certain related features to prevent further impact - Sequentially completed recovery of voice-related features, including TTS and IVR - Provided and operated a dedicated guidance page allowing customers to review deleted files and re-register them as needed Preventive Measures To prevent similar incidents from recurring, we have immediately implemented the following measures: - Mandatory pre-impact analysis and approval processes for all destructive actions, such as file deletion - Introduction of pre-execution visualization and confirmation of deletion targets - Implementation of a multi-approval–based operational policy In addition, we will conduct a comprehensive review of our file management system and continue to improve our operational processes. Jan <var data-var='date'>14</var>, <var data-var='time'>17:22</var> KST Identified - [Important] Apology and Action Plan Regarding Media File Deletion in Channel Talk Dear Customers, This is the Channel Team. First and foremost, we would like to offer our deepest apologies to all our customers who trust and use our services. On January 13, 2026, between 13:30 and 14:40 (KST), an issue occurred where media files (images, audio, attachments, etc.) stored in certain channels were deleted. This was due to insufficient verification and control procedures during an internal file deletion process. We take the protection of our customers' valuable data as our highest priority, and we are deeply pained that such an incident has occurred. Our entire team takes full responsibility for this matter. [Identified Issues and Scope of Impact] Phenomenon: Inability to view, play, or download certain previously uploaded media files. Scope: 1. Partial images and attachments in conversations (Team Chat, User Chat) 2. Images and attachments within Workflows, Macros, Marketing Campaigns, and ALF Tasks 3. Profile, Cover, and Custom Button images, etc. ※ Please note that critical data, including text messages, consultation history, and customer information, has NOT been deleted and remains securely stored and operational. [Recovery Status and Requests] We are currently mobilizing all available technical resources to attempt recovery. Further verification is required to determine the exact scope of the impact and the possibility of recovery. We plan to provide a more detailed update by tomorrow. If you have files that are urgently needed for your business operations, we kindly ask you to re-upload them. For any files that are confirmed to be recoverable, we will proceed with automatic recovery immediately without requiring separate requests from customers. [Future Actions and Timeline] We have activated a company-wide emergency response system. -Jan 14, 2026: Announcement of the media file deletion incident -Jan 15, 2026: Provision of a dedicated page to check the impact scope for each customer -Jan 16 – 19, 2026: Additional recovery efforts and individual support for affected customers -Jan 21 – 23, 2026: Sharing of a detailed technical report, including the root cause and recurrence prevention measures All technical recovery measures are being prioritized. Once the scope of damage is clearly defined, we will promptly review and announce a compensation plan. We consider this issue to be entirely our responsibility and sincerely apologize once again for the inconvenience and concern this has caused. We will take full responsibility and do our best to minimize the impact and prevent this from happening again. Sincerely, Channel Team Jan <var data-var='date'>13</var>, <var data-var='time'>18:38</var> KST Update - We would like to inform you that an issue has been identified with some files uploaded to the Channel Talk media server. This issue has affected a limited number of channels. Incident Period - January 13, 2026, approximately 13:30 – 14:40 (KST) While files uploaded after 14:40 (KST) are working as intended, features using files uploaded prior to this time may still experience issues. Scope of Impact - Workflows, Marketing, and ALF (Profile images, Tasks): Files such as images, videos, and PDFs used in these features may not be displayed correctly. - Macros: If a macro contains uploaded images or files, the macro message may fail to send. - Inbox/Team Chat: Files exchanged within these areas may not be displayed correctly. Action Taken by Channel Team - Marketing campaigns with affected files have been deactivated. - We are currently investigating the possibility of recovering affected workflow files. Recommended Immediate Action - For currently affected items, you can restore normal operation immediately by re-uploading the files in their respective locations. - We apologize for the inconvenience and kindly ask you to follow this method for a quick resolution while our team continues to work on a fundamental fix. We are committed to resolving this issue as quickly as possible and will provide further updates as they become available. Depending on the impact, we may issue additional notices or contact affected channels individually to minimize any further inconvenience. If you need to check if your channel is affected or have any questions, please contact the Channel Team. Jan <var data-var='date'>13</var>, <var data-var='time'>14:40</var> KST Investigating - Temporary issue has been detected with Customer Support (Inbox) feature. We are currently investigating the cause and will provide updates shortly. We apologize for any inconvenience this may cause.

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