20250210 – Major Network Outage to Internet - PUBLIC - 1

1. WELCOME
2. LATEST NEWS
3. ABOUT
- 3.1. Our Mission
- 3.2. Why XSTRA
- 3.3. Who Are We
- 3.4. What Do We Do
- 3.5. How Do We Do IT
- 3.6. How We Give Back
- 3.7. Our Skill Sets
- 3.8. Create Your Free Account
- 3.9. Company Information
- 3.10. Contact Information
- 3.11. Terms and Conditions of Trade
- 3.12. Credit Policy – Australia
- 3.13. Rates & Charges
- 3.14. Invoicing Explained
- 3.15. Invoicing Explained – Legacy
- 3.16. Invoicing Formats
- 3.17. Financial Hardship Policy
- 3.18. Join The Team
- 3.19. Legal
4. XCARE
- 4.1. Overview
- 4.2. Workflow
- 4.3. Remote Assistance
- 4.4. Tech Folder – Public
- 4.5. Service Disruption Notices (SDN’s)
  - 4.5.1. OPEN SDN’s
  - 4.5.2. CLOSED SDN’s
- 4.6. Rates & Charges – Schedule 1
- 4.7. Terms & Conditions
5. XRACK
- 5.1. Overview
- 5.2. Price List
- 5.3. Backup Security
- 5.4. Resources
  - 5.4.1. XRACK Competitive Analysis Report
6. XNET
- 6.1. Price List
- 6.2. XNET NBN Plus
- 6.3. XNET Rural Fiber
  - 6.3.1. XNET Rural Fiber – CIS
  - 6.3.2. XNET Rural Fiber – Technical Brief
- 6.4. Resources
- 6.5. Terms & Conditions
7. XVOICE
- 7.1. Price List
- 7.2. Features
- 7.3. Soft Clients
- 7.4. Resources
- 7.5. Terms & Conditions
8. XDEVICE
- 8.1. Overview
- 8.2. Price List
- 8.3. XDEVICE – Server Edition
- 8.4. XDEVICE – PC Edition
- 8.5. XDEVICE – Printer Edition
- 8.6. Download – XAGENT
- 8.7. Maintenance Schedule
- 8.8. Terms & Conditions
9. XCLOUD
- 9.1. Overview
- 9.2. Comparison
- 9.3. Price List
- 9.4. XCLOUD – Basic
- 9.5. XCLOUD – Enterprise
- 9.6. XCLOUD – Enterprise Browser
- 9.7. XDEVICE vs XCLOUD
- 9.8. Resources
- 9.9. Terms & Conditions
10. X365
- 10.1. Overview
- 10.2. Pricing
- 10.3. Pricing – Mailbox Only
- 10.4. X365-PLUS
- 10.5. SharePoint – Considerations
- 10.6. What Office Product Do I Need?
- 10.7. Add Ons
  - 10.7.1. ProofPoint – ATP Replacement
- 10.8. Resources
- 10.9. Terms & Conditions
11. XCAM
- 11.1. Overview
- 11.2. Price List
12. XBACKUP
- 12.1. Overview
13. XFORCE
- 13.1. Overview
- 13.2. Price List
- 13.3. Bitwarden Plus
  - 13.3.1. Browser Extension Setup
- 13.4. XNETSecure
- 13.5. Cisco Umbrella
- 13.6. XDESKTOP
- 13.7. XACCESS
14. XPARTS
- 14.1. Overview
- 14.2. Equipment Procurement Service
15. XCRM
- 15.1. Preamble
- 15.2. Overview
- 15.3. Version 5 Login
- 15.4. Ticket – Information
16. PERFORMANCE METRICS
- 16.1. Overview
- 16.2. Live Net Promoter Scores
- 16.3. XREPORTS
- 16.4. Tickets
  - 16.4.1. Average Handling Time
  - 16.4.2. First Call Resolution
17. NEWS – 2025
- 17.1. X365 – 2025 Microsoft Office 365 – Price Changes
- 17.2. NEWS ARCHIVE

	SERVICE DISRUPTION NOTICE (SDN)
NOTICE TIME ZONE	Brisbane UTC +10
STATUS (Open/Closed)	Closed
CAUSED BY A 3RD PARTY?	Yes
IF YES, NAME OF 3RD PARTY	TPG / AAPT
START DATE	20250210
START TIME (HHMM)	1633
ESTIMATED TIME TO RESOLUTION	1645
END DATE	20250210
END TIME (HHMM)	1645
TOTAL DURATION	12 minutes
ESTIMATED DOWN TIME FOR AFFECTED USERS	12 minutes
XCRM TICKET NUMBER	Not Applicable
BRAND	XNET
PRIORITY	P1
CLIENTS AFFECTED	All clients.
DESCRIPTION OF INCIDENT	All IP traffic failed to reach their destinations outside XSTRA’s networks
EVENT TIMELINE
	Monday 10th Feb 2025
1633	XSTRA staff could not trace traffic outbound beyond our core router. PRTG monitoring showed multiple client links were also down who have circuits with AAPT. After approximately 10 minutes all services returned to normal. XSTRA is reviewing logs and an email query has been sent to our AAPT account manager requesting information on root cause.
2233	Public news announcements confirm issues with TPG Group including AAPT – Link Here
RECOVERY & RESOLUTION	N/A as 3rd Party Issue
ROOT CAUSE	Power outage due to severe storm in Sydney
CORRECTIVE & PREVENTATIVE MEASURES	N/A

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