|NOTICE TIME ZONE
|INCIDENT START DATE
|INCIDENT START TIME (HH:MM)
|INCIDENT CAUSED BY A 3RD PARTY?
|IF YES, NAME OF 3RD PARTY
|ESTIMATED TIME TO RESOLUTION
|XCRM TICKET NUMBER
|All Philippines XNET Clients
|DESCRIPTION OF INCIDENT
|Due to storm damage to equipment an air-fiber link is down
|Clients will have no Internet access
|Loss of internet connectivity periodically
|Reliant services such as voice, email, etc impacted
|None expected once the problem is resolved
|Friday 23rd July 2021
|XSTRA’s monitoring system detected outage in Ortigas between OSMA and Core site. Attempting to get technicians to the affected areas. Storms in the area impacting response times.
|Saturday 24th July 2021
|Fiber is broken. Working on resolution
|Internet restored to OSMA Bldg Ortigas
|Internet restored to GA Towers
|RECOVERY & RESOLUTION
|Replaced switch and repaired ethernet cable
|Damaged switch and ethernet cabling. Most probably from lightning strike.
|CORRECTIVE & PREVENTATIVE MEASURES
|The cause of the incident was most probably an “Act of God: event, so there is not much XSTRA can do to prevent the damage that occurred. Additional redundancy could be implemented however this would be costly and not within our business model. XSTRA uses the highest quality carrier grade equipment our our fantastic technical team are trained and experienced, meaning we have taken all reasonable steps to limit the impact of these types of events. XSTRA’s XNET uptime has been above 99.97% for the past few years which is a good result. A special thanks to our Manila team of technicians that worked tirelessly throughout the outage to rectify the faults they found.
Last modified: Sep 06, 2021
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