NOTICE TIME ZONE Brisbane GMT+10
STATUS (Open/Closed) Closted
INCIDENT START DATE 20200929
INCIDENT START TIME (HH:MM) Approx: 07:15
ESTIMATED TIME TO RESOLUTION N/A
INCIDENT END DATE 20200929
INCIDENT END TIME (HH:MM) 3:15pm
OUTAGE DURATION 8hrs
INCIDENT CAUSED BY A 3RD PARTY? Yes
IF YES, NAME OF 3RD PARTY MICROSOFT
XCRM TICKET NUMBER N/A
BRAND X365
INTERNAL PRIORITY N/A
CUSTOMERS AFFECTED ALL
SITES AFFECTED ALL
DESCRIPTION OF INCIDENT OneDrive, Outlook, SharePoint sporadically down for some users.
PRIMARY IMPACT EFFECT Users may have issues accessing Microsoft Office 365 data and applications
SECONDARY IMPACT EFFECT None
EVENT TIMELINE
TUESDAY 29TH SEPTEMBER 2020
07:30 XSTRA started to see applications not responding
07:41 Clients started to call in
07:45 An online search on status pages showed there was an issue – see DownDetector
08:10 Microsoft identified a recent change and are performing a rollback – see M365 Twitter
08:59 XSTRA prepares an SDN as the issues are not being resolved by Microsoft fast enough
09:15 Microsoft completed the roll back and are monitoring – see M365 Twitter
09:20 Microsoft noticed no improvement in service – see M365 Twitter
09:45 Microsoft commenced rerouting traffic via alternative infrastructure – see M365 Twitter
10:30 Microsoft noticed improvement of services – see M365 Twitter
11:15 Microsoft are seeing significant improvement for the services affected – see M365 Twitter
13:15 Microsoft have seen majority of services recovered and are monitoring any residual impact – see M365 Twitter
15:15 Microsoft have marked the incident as resolved – see M365 Twitter
RECOVERY & RESOLUTION
ROOT CAUSE
Microsoft performed a change that resulted in users unable to authenticate with Azure Active Directory
CORRECTIVE & PREVENTATIVE MEASURES
Clients should retry opening their Office 365 applications every 30 minutes
RESIDUAL EFFECT

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