Past Incidents

• Event : Unplanned Wireless Network Outage - Remediated

• Schedule : January 2023 to March 2023 (1st Quarter) - Ongoing

• Activity Details : Our wireless authentication services in the AWS and TIM datacenters are experiencing intermittent problems with users connecting to the E and E-NET SSIDs.

Though the issue has been mitigated by installing a patch provided by the vendor, there have been reports of the issue recurring at random times of day with a limited scope.

Short-Term Remedy: While the two authentication servers are operational at this time, we have provisioned a third server in AWS for intrusive testing. Once we have completed testing and achieved the expected results, this will be used as the primary server. Production implementation is scheduled for late next week, February 3.

Damage Management IT will provide silver E-connect codes that will expire in 7 days to affected users. Please note that these codes are for single device use only and should only be used on company provided workstations.

Long Term Solution : IT Infrastructure team is developing an improved security solution and is in the middle of provisioning a new platform that will include the replacement of our current authentication service. ETA is by the end of 1st quarter.

Service Impact: All onsite users connecting wirelessly using E and E-NET SSID

• Event: Data Center Rack and Equipment Cleaning - TIM Carmona

• Schedule: February 4, 2023 - 4:00 PM (PHT) onwards

• Activity Details: One of our data centers will perform rack and equipment cleaning. This maintenance aims to keep the data center clean and prevent dust accumulation.

• Service Impact: None Service Impacting

• Status: Completed Successfully

• Event : Power Outage at 11th Floor PNB Site

• Schedule: January 29, 2023 (Sunday) | 4:00 PM to 10:00 PM (PHT) - Cancelled

• Activity Details : Our facilities admin informed us that their contractor will be having a shutdown and lightnings at PNB 11th Floor which will last for 5 to 6 hours to complete their punch list at EE Room. During the maintenance window, We strongly advise to save all of your necessary and important files prior to the start of the maintenance to avoid any such data loss as there will be a total power outage at 11th Floor.

Service Impact: PNB 11th Floor Power Supply

• Event : Power Outage at 11th Floor PNB Site

• Schedule: January 29, 2023 (Sunday) | 4:00 PM to 10:00 PM (PHT)

• Activity Details : We received an update from our facilities admin that this maintenance has been cancelled due to a health emergency by their contractor person..

Service Impact: PNB 11th Floor Power Supply

Event : Planned Network Service Provider Maintenance

Schedule :January 28, 2023 (Saturday) | 9:00 PM to 11:00 PM (PH Time)

Activity Details: Our ISP has informed us that they will perform a maintenance activity to implement the BGP route reflector on their end. Expect a maximum of 15 minutes of downtime for client IPLC during maintenance.

Service Impact: SFS client IPLC

• Event : Microsoft 365 Services Issue

• Unscheduled : January 25, 2023 (Wednesday) | 3:30 PM (PHT) - 8:43 PM (PHT)

• Activity Details: Please see below update details from Microsoft.

Title: Users may be unable to access multiple Microsoft 365 services.

Impacted Services: Microsoft 365 Suites

More information: We’ve received reports that the following services are impacted.

Microsoft Teams Exchange Online Outlook SharePoint Online OneDrive for Business Microsoft Graph

• Final Status: We've confirmed, after a period of monitoring, that the majority of impacted services have been recovered and remain stable.

• Service Impact: Any user serviced by the affected infrastructure may be unable to access multiple Microsoft 365 services.

• Preliminary root cause: A wide-area networking (WAN) routing change resulted in users being unable to access multiple Microsoft 365 services.

• Event : Planned 3rd Party Maintenance - Scheduled

• Schedule: January 24, 2023 (Tuesday) – January 25, 2023 (Wednesday) | 8:00 PM – 5:00 AM (PHT) - Completed

• Activity Details :We have received a confirmation from our internet service provider that this maintenance activity has been successfully completed. No issues encountered and the circuit internet uplink is stable and operational as usual after the completion of the maintenance.

• Summary Result : Successfully Completed

• Event : Planned 3rd Party Maintenance - Scheduled

• Schedule: January 24,2023 to January 25,2023

• Activity Details : Rehoming of circuit to an upgraded device for service improvement.

• Service Impact: Partial to no Impact on the Network.

Event : Fusion PBX Upgrade to V5

Schedule: January 21, 2023 (Saturday)| 1:00 PM to 2:00 PM (PHT)

Activity Details: Our systems engineering and administration team will be upgrading our PBX System. During the upgrade window, there will be no inbound and outbound calls and softphones will be unavailable. All clients and core staff who are using PBX service will be affected.

Service Impact: EMAPTA and Client Fusion PBX Users

Status: Successfully Completed

Event: EMAPTA Network and Internet Outage

Unscheduled: Unplanned | Internet Service Provider Network Outage

Activity Details: One of our internet service provider circuit uplink has been monitored down. We already reported this incident and waiting for their response. But due to the way our network is set up just a minimal to NO impact on network and internet connectivity will be experiencing as we have another available circuit uplink to carry over the load traffic.

Service Impact: Partial Impact on Network and Internet Connectivity – All Sites

Status: Monitoring stability

• Event : Planned 3rd Party Maintenance - Scheduled

• Primary Schedule : January 16, 2023 (Monday) | 12:00 Midnight to 6:00 AM (PHT) - Cancelled • Backup Schedule : January 21, 2023 (Saturday) |12:00 Midnight to 6:00 AM (PHT)

• Activity Details : We just received an update confirmation from our internet service provider that this maintenance activity will be deferred on the primary schedule provided due to operational issues instead they will proceed on its backup schedule. During the maintenance window, there will be a 2hrs downtime of the affected internet circuit but due to the way our network is setup, all traffic will be switching over to another available internet circuit uplink and user’s onsite will experience a partial impact on internet and network connectivity.

• Service Impact: Partial Impact on Internet and Network Connectivity at SFS

• Status: Successfully Completed