20200606 – XNET – Philippines – GA Towers – Network Outage - PUBLIC

NOTICE TIME ZONE	Philippines GMT+8
STATUS (Open/Closed)	Closed
INCIDENT START DATE	20200606
INCIDENT START TIME (HH:MM)	19:49
OUTAGE DURATION	8
ESTIMATED TIME TO RESOLUTION	8 AM Sunday 7th June
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 an unknown issue with the XNET equipment at the GA Towers on the roof of Tower 1
DESCRIPTION IMPACT
Primary Effect	No internet access will be available
Secondary Effect	None
Residual Effect	None expected once the problem is resolved
EVENT TIMELINE
	Saturday 6th June 2020
19:49	XSTRA NOC detected the outage in monitoring system
19:59	Local Philippines tech team confirmed outage
20:18	Tech team confirmed that the rest of the Philipinnes XNET network is up. The issue is confined to GA Towers
21:28	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”
21:32	Our technicians are determining if it is feasible to go tonight to site
21:44	Technicians will be on-site early tomorrow
	Sunday 7th June 2020
09:45	Service restored. Replacement hardware is tested
RECOVERY & RESOLUTION
ROOT CAUSE
CORRECTIVE & PREVENTATIVE MEASURES

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