20210906 – XNET Philippines – GA Towers - PUBLIC

NOTICE TIME ZONE	Brisbane GMT+10
STATUS (Open/Closed)	Closed
INCIDENT START DATE	20210906
INCIDENT START TIME (HH:MM)	16:00
INCIDENT CAUSED BY A 3RD PARTY?	No
IF YES, NAME OF 3RD PARTY	N/A
OUTAGE DURATION	24 hours
ESTIMATED TIME TO RESOLUTION	4 Hours
XCRM TICKET NUMBER	Not Applicable
BRAND	XNET
PRIORITY	P2
CLIENTS AFFECTED	All Philippines XNET Clients at GA Towers
DESCRIPTION OF INCIDENT	Due to storm damage to equipment
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
	Monday 6th September 2021
16:00	XSTRA’s monitoring system detected outage in Ortigas between OSMA and GA Towers. Attempting to get technicians to the affected areas. Storms in the area impacting response times.
	Tuesday 7th September 2021
12:00	The GA Tower complex now has internet access once again.
	Wednesday 8th September 2021
09:48	The services are still working this morning and investigations are still ongoing for root cause.
	Saturday 11th September 2021
10:52	The service is down again in GA Tower due to damage to a core router at the top of Tower 2. XSTRA technicians are planning to rectify.
RECOVERY & RESOLUTION	?
ROOT CAUSE	?
CORRECTIVE & PREVENTATIVE MEASURES	?

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