20240725 – XACCESS incidents – Advisory Notice - PUBLIC

NOTICE TIME ZONE	Brisbane UTC +10
STATUS (Open/Closed)	Open
INCIDENT CAUSED BY A 3RD PARTY?	No
IF YES, NAME OF 3RD PARTY
INCIDENT START DATE	20240601
INCIDENT START TIME (HH:MM)	Not Applicable
ESTIMATED TIME TO RESOLUTION	2 Weeks
INCIDENT END DATE
INCIDENT END TIME (HH:MM)
INCIDENT TOTAL DURATION
XCRM TICKET NUMBER	Not Applicable
BRAND	XCLOUD
PRIORITY	P1
CLIENTS AFFECTED	All Clients using XACCESS multi-factor authentication
DESCRIPTION OF INCIDENT	Ongoing service instability
EVENT TIMELINE
	Thursday 25th July 2024
09:15	Users have reported the occasional issue with XACCESS. Sometimes, XACCESS will “cycle” and not actually allow users to connect to their XCLOUD services. XSTRA has confirmed the issue is real and we are working to resolve it. XSTRA has been mitigating this issue by scheduling automatic restarts of the XACCESS services in our data center every hour. This workaround will be in place until we can address the root cause. Chris from our team is actively re-coding the XACCESS application to resolve this issue, and we expect the new fix to be rolled out by the end of the month. Thank you for your patience as we work to make XACCESS more stable.
	Tuesday 30th July 2024
15:33	The new version of XACCESS is now live. The registration feature for new users is not yet complete but will be by the close of business tomorrow.
RECOVERY & RESOLUTION	A new XACCESS software version will be released soon.
ROOT CAUSE	API and Signal processing errors
CORRECTIVE & PREVENTATIVE MEASURES	API re-written

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