| 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 | AAPT or Upstream of them |
| START DATE | 20250604 |
| START TIME (HHMM) | 0836 |
| ESTIMATED TIME TO RESOLUTION | UNKNOWN |
| END DATE | 4th June 2025 |
| END TIME (HHMM) | 1700 |
| TOTAL DURATION | Approx 2 minutes of recorded downtime – but there is ongoing degradation of the service from normal levels. |
| ESTIMATED DOWN TIME FOR AFFECTED USERS | 2 Minutes at 8:35 AM |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XNET |
| PRIORITY | P1 |
| CLIENTS AFFECTED | ALL |
| DESCRIPTION OF INCIDENT | Internet connection outage with upstream carrier AAPT which would affect all users and services. While down for approx. 2 minutes we are still seeing degraded Internet performance. |
| EVENT TIMELINE | |
| Wednesday 4th June 2025 | |
| 0837 | XSTRA became aware of outage from PRTG monitoring alerts. Determined upstream issue. Issue resolved on its own. Outage window can be seen below: |
| 0953 | Although the connection in the data center is working, it is not yet stable. While upload speeds are fin, download speeds are less than optimal. Latency is stable and fine. Support ticket has been raised with AAPT/TPG. |
| 1012 | We just had a report from a Sydney client who picked up an outage which we have confirmed was a 30 second outage at 0956: |
| 1153 | We called AAPT again. They never called us back as they said they would. While on the phone our testing showed that the connection is getting better and faster. AAPT claim they have no issues. We explained that we have been reporting issues twice so far this morning to AAPT and clients have been reporting issues since 0837. Luke from our office is writing an email to our account manager at AAPT to express our frustration with the replies from the AAPT support team today. We want to know “root cause”. |
| 1159 |  |
| 1627 |  |
| RECOVERY & RESOLUTION | N/A |
| ROOT CAUSE | At this stage root cause is unknown |
| CORRECTIVE & PREVENTATIVE MEASURES | N/A |
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