| 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 |
Revision:
9
Last modified:
Jun 14, 2020
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