| 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 | 20250804 |
| START TIME (HHMM) | 0725 |
| ESTIMATED TIME TO RESOLUTION | |
| END DATE | 20250804 |
| END TIME (HHMM) | 1025 |
| TOTAL DURATION | 180 Minutes |
| ESTIMATED DOWN TIME FOR AFFECTED USERS | 180 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 | |
| Monday 4th Aug 2025 | |
| 0725 | Network monitoring detected multiple services offline including core router. |
| 0805 | Senior Technician arrived at data center to investigate and replace faulting hardware. |
| 0825 | Partial services restored, technician still replacing hardware to ensure stability. |
| 0900 | Replacement hardware taken to data center. Services online but dropping intermittently. |
| 0950 | Hardware replaced, connectivity issues being investigated |
| 1000 | Repairs almost complete – |
| 1025 | Services appear to be restored, monitoring the situation to confirm |
| RECOVERY & RESOLUTION | Failed hardware removed from infrastructure and replaced. |
| ROOT CAUSE | Electrical component fault in core router |
| CORRECTIVE & PREVENTATIVE MEASURES | N/A |
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