Past Incidents

• Event : Service Provider Migration of Services to New Platform

• Schedule : July 07, 2024 (Sunday) | 05:00 AM to 9:00 AM (PHT)

• Activity Details : One of our internet service provider will be conducting network maintenance to migrate services to a new platform as part of their efforts to increase service availability and improve internet quality.

Due to the way our network is setup, only partial impact on internet and network connectivity is expected as we have another internet circuit uplink available that serves as a backup.

• Service Impact : Partial Impact on Internet and Network Connectivity – ALL SITES

• Event : Internet Service Provider Essential Maintenance

• Schedule : July 06, 2024 (Saturday) | 9:00 AM – 5:00 PM (PHT)

• Activity Details : Hi Team,

One of our Internet service providers will be conducting a maintenance to perform essential fiber rectification due to High Span Loss monitored, causing error to their loading services. During the maintenance, the affected internet circuit will be unavailable however due to our way the network is setup, a partial impact on network and internet connectivity is expected as we have another available internet uplink that serve as a backup.

• Service Impact : Partial to no impact on internet and network connectivity – All Sites

• Event : Network Provider Maintenance | Firmware upgrade

• Schedule : July 05, 2024 (Friday) 4:00 PM – July 06, 2024 (Saturday) 12:00 AM (PH-time)

• Activity Details : Hi Team, One of our Internet Service Providers will be conducting a maintenance to upgrade the system firmware.

During the maintenance, no downtime or service impact is expected

• Service Impact : No impact

• Event : Partial Outage on Network and Internet Connectivity

•Incident Date/Time : July 4, 2024, 2024 (Thursday) | 4:24 AM – 10:35 PM – Restored and for stability monitoring

• Activity Details : Our service provider field engineers already arrived at the fault location and rectified the damaged fibers that affected our circuit. As of now our internet uplink circuit is UP and for stability monitoring.

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

• Event : Partial Outage on Network and Internet Connectivity

•Incident Date/Time : July 4, 2024, 2024 (Thursday) | 4:24 AM - ongoing

• Activity Details : Hi Team,

We have observed that one of our internet circuit is down and we already coordinated this to our service provider for their further checking.

But due to the way our network is setup, only partial impact on internet and network connectivity is expected as we have another internet circuit uplink available that serve as a backup.

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

• Event : Network and Internet Interruption | JKB

• Schedule : July 3, 2024 | 6:29 AM – 9:25 AM - resolved and for monitoring

• Activity Details : This is to inform you that this incident has been resolved and is now under monitoring.

As confirmed onsite, all affected client staff at JKB are now able to connect to the internet, both wired and wireless.

• Service Impact : Network and Internet Connectivity at JKB

• Event : Network and Internet Interruption | JKB

• Schedule : July 3, 2024 | 6:29 AM – ongoing

• Activity Details : In relation to the incident experienced from yesterday, we have received reports indicating that some users from JKB are currently experiencing difficulties connecting to the internet.

We are actively investigating this issue and being addressed with utmost priority. We apologize for any inconvenience this may have caused.

• Service Impact : Network and Internet Connectivity at JKB

• Event : Network and Internet Interruption | SFS, OSB, JKB

• Schedule : July 2, 2024 | 03:08 PM – July 3, 2024 | 09:56 AM – resolved and for monitoring

• Activity Details : We have received confirmation from our service provider that the affected circuits were restored around 9:55

• Service Impact : Network and Internet Connectivity

• Event : Network and Internet Interruption | SFS, OSB, JKB

• Schedule : July 2, 2024 | 03:08 PM – ongoing

• Activity Details : Unscheduled Network Incident

The IT Support team has completed the application of changes to restore services for affected clients. We are currently working with our third-party vendor to restore the affected circuits.

• Service Impact : Network and Internet Connectivity

• Event : Network and Internet Interruption | SFS, OSB, JKB

• Schedule : July 2, 2024 | 03:08 PM – ongoing

• Activity Details : Unscheduled Network Incident

A network disruption has been observed as of 03:08 PM today, impacting the SFS, OSB, and JKB offices.

This issue has been duly reported to our network provider for investigation.

During the incident, a partial impact on internet and network connectivity is expected as we have another uplink internet circuit available that serve as a backup.

• Service Impact : Network and Internet Connectivity

• Event : EMAPTA Infrastructure Maintenance

• Schedule : June 30, 2024 (Sunday) | 1:00 PM to 3:00 PM (PHT) - Completed

• Activity Details : This maintenance activity has been successfully completed.

• Service Impact : Intermittent Network and Internet Connectivity on LAN/Wired and Wireless - TIP

• Event : EMAPTA Infrastructure Maintenance

• Schedule : June 30, 2024 (Sunday) | 1:00 PM to 3:00 PM (PHT)

• Activity Details : As part of our ongoing endeavor to ensure and improve network service reliability and availability. We will test our TIP Site's Business Continuity Plan (BCP) network failover. During the maintenance window, there will be a series of intermittency and disconnections on the network and internet connectivity for both Wired and Wireless. We do really apologize for any inconvenience it might have caused.

• Service Impact : Intermittent Network and Internet Connectivity on LAN/Wired and Wireless - TIP

• Event : Next-Gen Firewalls Firmware upgrade

• Schedule : June 29, 2024 (Saturday) | 09:00 AM – 2:00 PM (PHT)

• Activity Details : Please be informed that the continuation of this activity is scheduled for Saturday, June 29th, between 9:00 AM and 2:00 PM.

The objective of this activity is to finalize the pending firewall firmware upgrades.

It is anticipated that there will be no operational impact during this period.

• Service Impact : No Expected Impact

• Event : Partial Interruption on Network and Internet Connectivity

• Incident Date/Time : June 28, 2024 (Friday) | 3:38PM to 3:39 PM- For monitoring

• Activity Details: We have detected a few seconds of disruption in one of our internet uplinks, resulting to a brief interruption in internet connectivity. The affected circuit has since been restored and is currently under continuous monitoring.

We are presently collaborating with our third-party provider to determine the root cause of this incident.

Due to the way our network is set up, there will be minimal to no impact on network and internet connectivity as we have another available circuit uplink to carry over the load traffic.

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

• Event : Microsoft 365 Services Issue

• Incident Date/Time : June 27, 2024 – 09:30 AM - Ongoing

• Activity Details : We are aware of the issue with Microsoft 365 Services and today, June 27, 2024, affecting multiple users.

Please rest assured that this matter is currently under investigation and is being addressed with utmost priority.

If you have received this notification, we kindly request your assistance in disseminating this advisory.

• Service Impact : Microsoft 365 suite (MS Outlook, SharePoint Online , OneDrive for Business , Microsoft Teams, Exchange Online)

• Event : Planned Facilities and Building Admin Genset Testing

• Schedule : June 26, 2024 (Wednesday) | 1:00 PM to 5:00 PM (PHT) - COMPLETED

• Activity Details : Please be advised this activity has been completed. Normal power was restored at around 02:20 PM.

• Service Impact : Building Power Supply – NTB Site (All Floors)

• Event : Planned Facilities and Building Admin Genset Testing

• Schedule : June 26, 2024 (Wednesday) | 1:00 PM to 5:00 PM (PHT)

• Activity Details : Our facilities and building admin will be conducting a generator testing to meet the specification and building demand for the update with the new 250KVA generator set.

During the maintenance activity, expect 30 seconds shifting from main power to generator and vice versa on all floors.

• Service Impact : Building Power Supply – NTB Site (All Floors)

• Event : Partial Network Interruption

• Incident Date/Time : June 25, 2024 (Tuesday) |07:48 AM - RESTORED

• Activity Details : Our point-to-point circuit between our data centers was completely restored yesterday at exactly 8:10 AM. We will provide the official IR/RFO once it is made available.

• Service Impact : Partial Impact on Internet and Network Connectivity—Multiple Sites

• Event : Partial Network Interruption

• Incident Date/Time : June 25, 2024 (Tuesday) |07:48 AM - Ongoing

• Activity Details : We have monitored disruptions to our data center-to-data center connectivity, causing some network and internet connectivity to be interrupted.

This has been reported to our provider for further investigation. We will post updates as we receive them.

During the incident, a partial impact on internet and network connectivity is expected, as we have another uplink internet circuit available that serve as a backup.

• Service Impact : Partial Impact on Internet and Network Connectivity—Multiple Sites