| NOTICE TIME ZONE | Brisbane UTC +10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | Telstra |
| INCIDENT START DATE | 2022-10-04 |
| INCIDENT START TIME (HH:MM) | 06:00 |
| ESTIMATED TIME TO RESOLUTION | 72 Hours |
| INCIDENT END DATE | 2022-10-05 |
| INCIDENT END TIME (HH:MM) | 17:00 |
| INCIDENT TOTAL DURATION | 48 Hours |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P2 |
| CLIENTS AFFECTED | Clients who have a 4G failover Internet service from XSTRA will not have failover. No Client has been impacted though, as all primary links are operational. |
| DESCRIPTION OF INCIDENT | Telstra’s billing system has had a problem with XSTRA’s account despite the invoices being fully paid last week |
| EVENT TIMELINE | |
| Tuesday 4th October 2022 | |
| 6:00 | XSTRA noticed in PRTG that some of the 4G sims failover links were down. Checks confirmed this to be the case for many of our sims. |
| 9:00 | Telstra was contacted and our account was on credit hold. Telstra claimed that their latest invoice had not yet been paid by XSTRA. XSTRA’s management provided proof of payment made on 29th September 2022 and Telstra immediately took our account off credit-hold. XSTRA did confirm that the money actually left its NAB account on the 3rd Oct 2022, so this probably meant Telstra did not have time to apply the credit. XSTRA’s record of payment  NAB Statement info of payment  |
| 10:00 | Most but not all 4G sims were back online. Monitoring to continue |
| Wednesday 5th October 2022 | |
| 09:00 | 99% of all sims are back online |
| RECOVERY & RESOLUTION | Telstra restored normal operations to the 4G sims on XSTRA’s Telstra account |
| ROOT CAUSE | Unknown but suspect an internal accounting issue at Telstra’s and/or NAB banks later payment to Telstra or transfer of funds. This was most probably further complicated by the public holidays around this time. |
| CORRECTIVE & PREVENTATIVE MEASURES | XSTRA will consider settling the Telstra account ahead of due date by more days than we currently do to give our bank, NAB and Telstra more time internally to apply our payments to our account. |
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