| NOTICE TIME ZONE | Brisbane GMT+10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT START DATE | 20210723 |
| INCIDENT START TIME (HH:MM) | 19:45  |
| INCIDENT CAUSED BY A 3RD PARTY? | No |
| IF YES, NAME OF 3RD PARTY | N/A |
| OUTAGE DURATION | 24 Hours |
| ESTIMATED TIME TO RESOLUTION | 8 Hours |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P2 |
| CLIENTS AFFECTED | All Philippines XNET Clients |
| DESCRIPTION OF INCIDENT | Due to storm damage to equipment an air-fiber link is down |
| DESCRIPTION IMPACT | Clients will have no Internet access |
| Primary Effect | Loss of internet connectivity periodically |
| Secondary Effect | Reliant services such as voice, email, etc impacted |
| Residual Effect | None expected once the problem is resolved |
| EVENT TIMELINE | |
| Friday 23rd July 2021 | |
| 19:45 | 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 | |
| 6:46 | Fiber is broken. Working on resolution |
| 16:22 | Internet restored to OSMA Bldg Ortigas |
| 20:30 | Internet restored to GA Towers |
| RECOVERY & RESOLUTION | Replaced switch and repaired ethernet cable |
| ROOT CAUSE | 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. |
Revision:
6
Last modified:
Sep 06, 2021
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