| SERVICE DISRUPTION NOTICE (SDN) | |
|---|---|
| NOTICE TIME ZONE | Brisbane UTC +10 |
| STATUS (Open/Closed) | Closed |
| CAUSED BY A 3RD PARTY? | No |
| IF YES, NAME OF 3RD PARTY | |
| START DATE | 20241129 |
| START TIME (HHMM) | 1255 |
| ESTIMATED TIME TO RESOLUTION | 1 Hours |
| END DATE | 20241129 |
| END TIME (HHMM) | 1355 |
| TOTAL DURATION | ? |
| ESTIMATED DOWN TIME FOR AFFECTED USERS | 60 minutes |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XRACK |
| PRIORITY | P1 |
| CLIENTS AFFECTED | All clients. |
| DESCRIPTION OF INCIDENT | One of the core switches dedicated to client networks died due to electrical component failure. |
| EVENT TIMELINE | |
| Friday 29th Nov 2024 | |
| 1255 | Network monitoring detected multiple services offline including core switch Z-0-0-SW37. |
| Friday 29th Nov 2024 | |
| 1256 | XSTRA Technician ruled out numerous network points as root cause. |
| Friday 29th Nov 2024 | |
| 1303 | XSTRA Technician collected additional hardware and started travel to the datacentre. |
| Friday 29th Nov 2024 | |
| 1311 | XSTRA Team discussed alternative workarounds and started implementing with some client services returning |
| Friday 29th Nov 2024 | |
| 1331 | XSTRA Technician arrived onsite at datacentre and commenced physical investigation |
| Friday 29th Nov 2024 | |
| 1335 | XSTRA Technician confirmed hardware completely failed. Attempted power cycle with no success |
| Friday 29th Nov 2024 | |
| 1340 | XSTRA Technician commenced migrating impacted network services to the backup switch |
| Friday 29th Nov 2024 | |
| 1355 | XSTRA Team confirmed all services were back online and operational |
| RECOVERY & RESOLUTION | Failed hardware removed from infrastructure and will be replaced. |
| ROOT CAUSE | Electrical component fault in core switch |
| CORRECTIVE & PREVENTATIVE MEASURES | N/A |
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