| NOTICE TIME ZONE | Brisbane GMT+10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT START DATE | 20201117 |
| INCIDENT START TIME (HH:MM) | Approx: 15:00 |
| ESTIMATED TIME TO RESOLUTION | N/A |
| INCIDENT END DATE | 20201118 |
| INCIDENT END TIME (HH:MM) | 08:00 |
| OUTAGE DURATION | 15 Hours |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes – Converge ICT Philippines Manila – (Data Center in Pasig)  |
| IF YES, NAME OF 3RD PARTY | CONVERGE ICT – Philippines |
| XCRM TICKET NUMBER | N/A |
| BRAND | XNET |
| INTERNAL PRIORITY | N/A |
| CUSTOMERS AFFECTED | ALL XNET CLIENTS IN THE PHILIPPINES |
| SITES AFFECTED | All sites in the Philippines |
| DESCRIPTION OF INCIDENT | The core network of Converge is down |
| PRIMARY IMPACT EFFECT | Converge are not answering their phones. Their websites are down. |
| SECONDARY IMPACT EFFECT | No internet access to XNET subscribers in the Philippines |
| EVENT TIMELINE | |
| TUESDAY 17TH NOVEMBER 2020 | |
| 15:19 | XSTRA started to see that sites were down in the Philippines on XSTRA’s internal PRTG monitoring system |
| 15:25 | XNET Clients started to call in |
| 15:26 | XSTRA engineers attempted to get Converge to respond without success |
| 18:58 | With no further improvement. This SDN was created. There is nothing XSTRA can do at this stage but wait for Converge to repair the fault to their core network |
| Independent website “Down Detector” confirms outage | |
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| XSTRA’s own PRTG monitoring system confirms the outage window | |
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| WEDNESDAY 18TH NOVEMBER 2020 | |
| 05:15 | Converge is still down. Seems to be a massive issue in the Converge Data Centre in Pasig. See tweet from one hour ago below. See also this link : https://downdetector.ph/status/converge/ |
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| 07:58 | Seems that the links are working again |
| 09:13 | Closing this SDN. The image below shows the links have been up for over 2 hours. |
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| RECOVERY & RESOLUTION | |
| ROOT CAUSE | |
| CORRECTIVE & PREVENTATIVE MEASURES | |
| If Clients do not have 4G failover solutions in place from XSTRA then they are advised to contact XSTRA immediately to source a 4G failover solution at an additional cost to that if this occurs again they can still access the Internet during outages such as this. | |
| RESIDUAL EFFECT |
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