| NOTICE TIME ZONE | Brisbane GMT+10 | |
|---|---|---|
| STATUS (Open/Closed) | Closed | |
| INCIDENT START DATE | 20210522 | |
| INCIDENT START TIME (HH:MM) | 08:40 | |
| INCIDENT CAUSED BY A 3RD PARTY? | No | |
| IF YES, NAME OF 3RD PARTY | ||
| OUTAGE DURATION | Approx: 50 minutes | |
| ESTIMATED TIME TO RESOLUTION | N/A | |
| XCRM TICKET NUMBER | Not Applicable | |
| BRAND | XNET | |
| PRIORITY | P1 | |
| CUSTOMERS AFFECTED | All XCLOUD, XVOICE, XRACK and XNET Customers | |
| DESCRIPTION OF INCIDENT | Seems no traffic beyond our core router – could be a faulty piece of hardware like a switch | |
| DESCRIPTION IMPACT | Users may have no access to services | |
| Primary Effect | Unable to connect to services | |
| Secondary Effect | None | |
| Residual Effect | None expected once the problem is resolved | |
| EVENT TIMELINE | ||
| Saturday 08:48 22nd May 2021 | ||
| 08:42 | Monitoring detected disruption of network | |
| 08:50 | XSTRA technicians despatched to NEXTDC B1 and XSTRA Head Office Toowong | |
| 09:05 | Technician arrived at NEXT DC B1 | |
| 09:05 | Technician arrived at XSTRA Head Office | |
| 09:32 | All services restored | |
| 10:56 | Closing SDN | |
| RECOVERY & RESOLUTION | Restarted Core Router | |
| ROOT CAUSE | At this stage we believe the router simply needed a restart after years of being on-line without issue. There could have been a DDOS attack in progress which overwhelmed the router, however that is just speculation. | |
| CORRECTIVE & PREVENTATIVE MEASURES | XSTRA will investigate whether quarterly restarts of key infra might be a preventative measure. |
Revision:
7
Last modified:
May 22, 2021
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