NOTICE TIME ZONE Brisbane UTC +10
STATUS (Open/Closed) Closed
INCIDENT CAUSED BY A 3RD PARTY? YES
IF YES, NAME OF 3RD PARTY Converge ICT Philippines
INCIDENT START DATE 20211120
INCIDENT START TIME (HH:MM) 14:07
ESTIMATED TIME TO RESOLUTION N/A
INCIDENT END DATE 20211120
INCIDENT END TIME (HH:MM) 15:45
INCIDENT TOTAL DURATION 98 minutes
XCRM TICKET NUMBER Not Applicable
BRAND XNET
PRIORITY P1
CLIENTS AFFECTED All Philippines XNET Clients
DESCRIPTION OF INCIDENT No information available at present
DESCRIPTION IMPACT Clients will have no Internet access
Primary Effect Loss of internet connectivity
Secondary Effect Reliant services such as voice, email, etc impacted
Residual Effect None expected once the problem is resolved
EVENT TIMELINE
Saturday 20th November 2021
14:27 Clients called in and XSTRA’s monitoring system detected outage at upstream carrier end – Converge ICT. They can not be contacted and even the companies website is down https://www.convergeict.com
15:12 Converge Website is still down
View from PRTG
15:46 Reply from Converge
15:57 Converge is now UP!

Closing SDN
RECOVERY & RESOLUTION Unknown
ROOT CAUSE Unknown
CORRECTIVE & PREVENTATIVE MEASURES N/A

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