| |
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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