| NOTICE TIME ZONE | Philippines GMT+8 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT START DATE | 20200528 |
| INCIDENT START TIME (HH:MM) | 19:10 |
| OUTAGE DURATION | 1 hour 55 Minutes |
| ESTIMATED TIME TO RESOLUTION | Not Applicable |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P2 |
| CUSTOMERS AFFECTED | All tenants located at GA Towers 1 & 2 Philippines |
| DESCRIPTION OF INCIDENT | There is a break in the cable connection between the XNET rack on Tower 1 and other infrastructure on the roof of Tower 1 |
| DESCRIPTION IMPACT | |
|
No internet access will be available |
|
None |
|
None expected once the problem is resolved |
| EVENT TIMELINE | |
|
XSTRA NOC detected the outage in monitoring system |
|
Local Philippines tech team confirmed outage |
|
Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers |
|
PH tech team coordinating amongst themselves to work out when the tech team can travel to GA Towers to inspect the problem. The Manila area travel restrictions could be an issue due to Covid however our team should be exempt due to the nature of the problem – “essential business” |
|
Our technicians are determining if it is feasible to go tonight to site |
|
Service has been restored |
| RECOVERY & RESOLUTION | Replaced faulty cable |
| ROOT CAUSE | Plastic end on cable broke |
| CORRECTIVE & PREVENTATIVE MEASURES | XSTRA will try to source a better cable made with metal fittings. If available. |
Revision:
5
Last modified:
May 28, 2020
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