|NOTICE TIME ZONE
|INCIDENT START DATE
|INCIDENT START TIME (HH:MM)
|INCIDENT CAUSED BY A 3RD PARTY?
|IF YES, NAME OF 3RD PARTY
|Approx: 50 minutes
|ESTIMATED TIME TO RESOLUTION
|XCRM TICKET NUMBER
|All XCLOUD, XVOICE, XRACK and XNET Customers
|DESCRIPTION OF INCIDENT
|Seems no traffic beyond our core router – could be a faulty piece of hardware like a switch
|Users may have no access to services
|Unable to connect to services
|None expected once the problem is resolved
|Saturday 08:48 22nd May 2021
|Monitoring detected disruption of network
|XSTRA technicians despatched to NEXTDC B1 and XSTRA Head Office Toowong
|Technician arrived at NEXT DC B1
|Technician arrived at XSTRA Head Office
|All services restored
|RECOVERY & RESOLUTION
|Restarted Core Router
|At this stage we believe the router simply needed a restart after years of being on-line without issue. There could have been a DDOS attack in progress which overwhelmed the router, however that is just speculation.
|CORRECTIVE & PREVENTATIVE MEASURES
|XSTRA will investigate whether quarterly restarts of key infra might be a preventative measure.
Last modified: May 22, 2021
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