Past Incidents

• Event : Creation of Span Protection

•Day 1 Primary Schedule: June 10, 2023 (Saturday) | 12:00 Midnight to 6:00 AM (PHT) Backup Schedule: June 17, 2023 (Saturday) | 12:00 Midnight to 6:00 AM (PHT)

•Day 2 Primary Schedule: July 01, 2023 (Saturday) | 12:00 Midnight to 6:00 AM (PHT) Backup Schedule: July 08, 2023 (Saturday) | 12:00 Midnight to 6:00 AM (PHT)

• Activity Details : One of our service provider’s technical team will be creating a span protection on one of their devices that will establish fiber resiliency and provide more stable link and reliable network connection.

During the maintenance window, users onsite may experience slightly increased latency on their network tools and connectivity to the internet.

Apologies for the inconvenience that it might cause.

Thank you for your understanding.

• Service Impact : Slightly increased latency on connections to the Data Center and Internet at SFS

• Event : Migration of Services to New Platform

• Schedule : May 29, 2023 (Monday) | 2:00 AM to 5:00 AM (PHT)

• Activity Details : One of our service provider will be migrating their services to a new platform to increase service availability and internet quality.

During the maintenance window, there will be a downtime on the affected circuits up to thirty (30) minutes and any redundant services will not be affected. But due to our way the network is setup, partial impact on network and internet connectivity may experience by user’s onsite and Work-from-home users that is accessing our internal network and resources as we have another available circuit uplink that serves as a backup.

Apologies for the inconvenience that it might cause.

Thank you for your understanding.

• Service Impact : Partial Impact on Internet and Network Connectivity at NTB, PNB, BET and IBM Site

• Status: Completed

• Event : Infrastructure Risk Analysis and Mitigation Plan at JKB Building – Makati City

• Schedule : May 28, 2023 (Sunday) | 2:00 PM to 4:00 PM (PH Time)

• Activity Details : Planned IT Infrastructure Maintenance – Scheduled

• Service Impact : Intermittent LAN and Wireless Connectivity

• Status: Completed

• Event : Core Router Software Upgrade

• Schedule : May 26, 2023 (Friday) | 2:00 AM to 5:00 AM (PHT)

• Activity Details : One of our Service Provider will conduct an emergency maintenance activity on May 26, 2023. This activity aims to upgrade the software of their Core Aggregation Router and provide increase service availability and internet quality.

During the maintenance window, a maximum of 30 minutes downtime on the affected circuit uplink is expected, but due to the way our network is setup a partial to no impact on network and internet connectivity may experience as we have another circuit uplink available as backup.

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

• Status: Completed

• Event : Provider Essential Maintenance

• Schedule : May 24, 2023 (Wednesday) | 6:00 PM to 12:00 AM (PH Time)

• Activity Details :

One of our Internet Service Provider will perform essential maintenance on May 24, 2023. This activity aims to upgrade their hardware to improve network resiliency and stability.

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

• Status: Completed

• Event : Data Center Monthly Load Testing of Generator Sets

• Schedule : May 21, 2023 (Sunday) | 8:40 AM to 5:25 PM (PHT)

• Activity Details :

We received confirmation that the activity had been successfully completed. As expected, the activity had no impact.

• Service Impact : Non-Service Affecting

• Event : Third-Party Network Provider Maintenance

• Schedule :

Primary Schedule: May 20, 2023 (Saturday) | 12:00AM to 6:00AM (PH Time) - Cancelled Back up Schedule: May 28, 2023 (Sunday) | 12:00AM to 6:00AM (PH Time) - Cancelled

Day 1 Schedule: Primary Schedule: June 10, 2023 (Saturday) | 12:00AM to 6:00AM – New schedule Back up Schedule: June 17, 2023 (Saturday) | 12:00AM to 6:00AM

Day 2 Schedule: Primary Schedule: July 1, 2023 (Saturday) | 12:00AM to 6:00AM – New schedule Back up Schedule: July 8, 2023 (Saturday) | 12:00AM to 6:00AM

• Activity Details :

One of our Data Center will perform a scheduled maintenance on May 20, 2023. This activity aims to create span protection between San Juan - Ermita segments that will establish fiber resiliency and provide with a more stable link and reliable network connection.

• Service Impact : Slightly Increased Latency on one Data Center Link - St. Francis Square Office

• Status: Completed

• Event : Hardware replacement on overheating card.

• Schedule : May 18, 2023 (Thursday) | 5:00 PM – 7:30 PM (PHT)

• Activity Details : A hardware replacement is scheduled to replace a network card that is heating up with the latest manufactured card with improved heat sink design.

• Service Impact : Partial impact with latency increase

• Status: Completed

• Event : Repairing of Cable Faults

• Schedule : May 12, 2023 (Friday) | 6:00 PM to 7:00 PM (PHT)

• Activity Details : One of our service provider will be repairing cable faults for the normalization of their route for their Philippines clients.

During the maintenance window, there will be a 50ms increase on network and NCP VPC’s connectivity.

Apologies for the inconvenience that it might cause.

Thank you for your understanding.

• Service Impact : Latency increases in NCP IPLC Connectivity

• Status: Successfully completed

• Event : Repairing of Cable Faults

• Schedule : May 12, 2023 (Friday) | 6:00 PM to 7:00 PM (PHT)

• Activity Details : One of our service provider will be repairing cable faults for the normalization of their route for their Philippines clients. During the maintenance window, users should expect a slight increase in latency when connecting to the internet and their web-based tools. Please note as well that our secondary internet uplink will not be affected and will be operational as usual during this time.

Apologies for the inconvenience that it might cause.

Thank you for your understanding.

• Service Impact : Increase in latency on network and internet connectivity – All Sites

• Status: Successfully completed

• Event : Unplanned IPLC Connectivity Outage

• Schedule : May 11, 2023 (Wednesday) | 11:55 PM – Ongoing (PH Time)

• Activity Details :

We have observed that the IPLC is currently down, we are coordinating with our ISP to check the issue. Will provide updates accordingly.

• Service Impact : VPC Latency

• Status: Resolved, waiting for updates from Service Provider for Incident Report. Monitoring for stability.

• Event : Network Provider Instability

• Schedule : May 09, 2023 (Tuesday) | 11:41 AM (PHT) – For closely monitoring

• Activity Details : We have monitored that the affected circuit has been stable for thirty (30) minutes now and we are closely monitoring its consistency while waiting from our service provider’s further investigations.

• Service Impact : Partial Impact to Onsite and Work From Home Users

• Status: Stable

• Event : Network Provider Instability

• Schedule : May 09, 2023 (Tuesday) | 11:41 AM (PHT) - Ongoing

• Activity Details : We have observed that one of our direct internet connections is experiencing intermittency that may cause access to the internet and webtools to be unstable. This may have impact to users working from home causing disconnections from the EMAPTA VPN. Onsite users are similarly affected which may have caused disconnections from the internet and remote tools that are utilizing this particular gateway.

Another uplink at our Data Center is still operational and traffic will automatically re-route to this circuit in case of repeat instances.

This has been escalated to our provider for their investigation and immediate resolution. Updates will be provided as we receive them.

• Service Impact : Partial Impact to Onsite and Work From Home Users