| NOTICE TIME ZONE | Brisbane UTC +10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT CAUSED BY A 3RD PARTY? | YES |
| IF YES, NAME OF 3RD PARTY | Converge ICT Philippines |
| INCIDENT START DATE | 20211120 |
| INCIDENT START TIME (HH:MM) | 14:07 |
| ESTIMATED TIME TO RESOLUTION | N/A |
| INCIDENT END DATE | 20211120 |
| INCIDENT END TIME (HH:MM) | 15:45 |
| INCIDENT TOTAL DURATION | 98 minutes |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P1 |
| CLIENTS AFFECTED | All Philippines XNET Clients |
| DESCRIPTION OF INCIDENT | No information available at present |
| DESCRIPTION IMPACT | Clients will have no Internet access |
| Primary Effect | Loss of internet connectivity |
| Secondary Effect | Reliant services such as voice, email, etc impacted |
| Residual Effect | None expected once the problem is resolved |
| EVENT TIMELINE | |
| Saturday 20th November 2021 | |
| 14:27 | Clients called in and XSTRA’s monitoring system detected outage at upstream carrier end – Converge ICT. They can not be contacted and even the companies website is down https://www.convergeict.com |
| 15:12 | Converge Website is still down
View from PRTG |
| 15:46 | Reply from Converge |
| 15:57 | Converge is now UP! Closing SDN |
| RECOVERY & RESOLUTION | Unknown |
| ROOT CAUSE | Unknown |
| CORRECTIVE & PREVENTATIVE MEASURES | N/A |
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