| NOTICE TIME ZONE | Brisbane UTC +10 |
|---|---|
| STATUS (Open/Closed) | Closed |
| INCIDENT CAUSED BY A 3RD PARTY? | Yes |
| IF YES, NAME OF 3RD PARTY | Telcoinabox / Ivox |
| INCIDENT START DATE | 20240305 |
| INCIDENT START TIME (HH:MM) | 09:40 |
| ESTIMATED TIME TO RESOLUTION | ? |
| INCIDENT END DATE | 20240305 |
| INCIDENT END TIME (HH:MM) | 10:35 |
| INCIDENT TOTAL DURATION | 55 Minutes |
| XCRM TICKET NUMBER | Not Applicable |
| BRAND | XVOICE |
| PRIORITY | P1 |
| CLIENTS AFFECTED | All Clients |
| DESCRIPTION OF INCIDENT | Upstream carrier is experiencing core network connectivity issues effecting all phone services and SIP end points |
| EVENT TIMELINE | |
| Tuesday 5th March 2024 | |
| 09:40 | XSTRA identified a reduction in call quality |
| 10:02 | Confirmation recieved from upstream carrier that they have technical issues. Our AAPT upstream services are unaffected. Services to TIAB/Ivox are effected. Next update from TIAB/Ivox is: 11:00 |
| 10:31 | XSTRA has performed test calls and quality has improved, Awaiting further update from upstream carrier |
| RECOVERY & RESOLUTION | |
| ROOT CAUSE | Metaswitch issues at Symbio – TIAB/Ivox |
| CORRECTIVE & PREVENTATIVE MEASURES | XSTRA intends to migrate impacted customers to our AAPT service |
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