NOTICE TIME ZONE Brisbane GMT+10
STATUS (Open/Closed) Closed
INCIDENT START DATE 20210522
INCIDENT START TIME (HH:MM) 08:40
INCIDENT CAUSED BY A 3RD PARTY? No
IF YES, NAME OF 3RD PARTY
OUTAGE DURATION Approx: 50 minutes
ESTIMATED TIME TO RESOLUTION N/A
XCRM TICKET NUMBER Not Applicable
BRAND XNET
PRIORITY P1
CUSTOMERS AFFECTED 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
DESCRIPTION IMPACT Users may have no access to services
Primary Effect Unable to connect to services
Secondary Effect None
Residual Effect None expected once the problem is resolved
EVENT TIMELINE
Saturday 08:48 22nd May 2021
08:42 Monitoring detected disruption of network
08:50 XSTRA technicians despatched to NEXTDC B1 and XSTRA Head Office Toowong
09:05 Technician arrived at NEXT DC B1
09:05 Technician arrived at XSTRA Head Office
09:32 All services restored
10:56 Closing SDN
RECOVERY & RESOLUTION Restarted Core Router
ROOT CAUSE 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.

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