105 O N E R E P O R T 2 0 2 2 OVERVIEW BUSINESS OVERVIEW AND PERFORMANCE CORPORATE GOVERNANCE FINANCIAL INFORMATION SUSTAINABLE BUSINESS DEVELOPMENT Reporting Information Security Incidents (GRI 481) What to report • Suspected unauthorized access to system and/or data • Unauthorized change to system, such as a hardware or software change • Disruption of technology services • Any other adverse event that could be security related How to report • Email: infosec.incident@airasia.com or • Raise Internal ticket Management during the COVID-19 pandemic Commitment During the COVID-19 pandemic, the ICT Department accommodated out-of-office operations in support of the Company’s ‘Work fromHome’ policy. The department provided notebook computers for home use by employees and connected the devices to the Company’s security network to ensure information security and stable network during work from home period. For further reduction of risks and the opportunity for threats, the Company employed a secure VPN, use of the Google ecosystem and two-step verification to encrypt Company data in cyberspace. Guidance was provided to all employees on using Google Meet and other assistive programs for the efficient continuity of operations. During 2022, the Company experienced one cyber threat incident. The service of several servers was halted by an external operator, impacting operations in Malaysia and Thailand. In Thailand, Information Security and ICT disconnected the affected servers and shut down the Virtual Private Network (VPN) immediately to address and remedy the situation. The shutdown purged all suspected users and blocked further access of servers. In addition, ICT also requires employees to reset their passwords and increases the minimum level of password security. Information Security closely monitors recording of the incident and performs Security Information and Event Management (SIEM). External cyber security experts were hired to assist in inspecting and resolving the issue and a security improvement program is ongoing. Total Cost of Innovations over Past 3 Years (THB) KPI Results 2020 Results 2021 Results 2022 System : Server Availability of 97% 99.50% 100.00% 99.18% Network : Network Availability of 97% 97.66% 100.00% 99.75% Support : Solutions within Timeframe 97% 99.88% 100.00% 97.90% Cyber Attacks: 0 0 0 1 case 2020 2021 2022 Total (baht) 43,037,453 32,867,625 53,648,827 Result and Target Thai AirAsia achieved the following KPIs: Incident Report Channels
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