Past Incidents

• Event : Internet Service Provider Scheduled Maintenance Activity

• Schedule : November 3, 2024 (Sunday) | 12:00AM – 5:00AM PHT

• Activity Details : Hi Team,

This is to inform you that one of our Site-to-Data Center providers will be conducting a planned maintenance on the 3rd of November 2024 from 12:00 AM – 5:00 AM.

The maintenance will focus on the software upgrade of their Manila core router to the latest version to increase service availability and internet quality.

During the maintenance, we are expecting a partial to no impact on internet and network connectivity for 1 hour within the provided window.

• Service Impact : Partial to no impact on internet and network connectivity (1 hour within window) – All sites

• Event : Planned Network Maintenance at SFS and TIP

• Schedule : November 2, 2024 | 10:00 AM to 5:00 PM PHT (SFS) November 3, 2024 | 12:00 PM to 6:00 PM PHT (TIP)

• Activity Details :

Hi Team,

We will be conducting a network maintenance on both our Saint Francis Square (SFS) and The Ignacia Place (TIP) sites.

This network maintenance will focus on the software upgrade of our SDWANs on the mentioned sites, the schedules for the upgrades are as follows:

Saint Francis Square (SFS) | November 2, 2024 – 10:00 AM to 5:00 PM PHT

The Ignacia Place (TIP) | November 3, 2024 – 12:00 PM to 6:00 PM PHT

During the upgrades, we are expecting a 1-hour maximum service interruption within the provided window.

• Service Impact : 1-hour maximum service interruption

• Event : Power Service Interruption at NTB

• Incident Date/TIme : October 27, 2024 (Sunday) | 5:27 AM (PHT) - Ongoing

• Activity Details : Hi Team,

We are currently experiencing unscheduled power interruption at the Neutrinos Building Baguio (NTB) Site.

The building's electricity is currently being provided by a generator set from 5:32 AM.

No expected impact on the network and internet connectivity due to the availability of Uninterruptible Power Supplies (UPS) serving as backup power for our network devices. However, devices without battery support, such as desktops and other equipment, may experience fluctuations.

We will provide you with further information regarding the power outage as soon as it becomes available

• Service Impact : NTB Building Main Power Supply

Status: Resolved as of 11:02 AM

• Event : Intermittent Internet and Network Connectivity

• Schedule : October 26, 2024 (Saturday) | 06:00 PM (PHT) – Ongoing

• Activity Details : Hi Team,

While trying to review device configurations as part of the rollback procedure, Infrastructure team has identified a potential root cause and was able to mitigate and come up with a solution. At the moment the plan is working as expected with engineers on the ground monitoring the situation.

We will continue to monitor the site closely to ensure stability and will keep you updated on any developments.

• Service Impact : Internet and Network Connectivity – OSB Site

• Event : Intermittent Internet and Network Connectivity

• Schedule : October 26, 2024 (Saturday) | 06:00 PM (PHT) – Ongoing

• Activity Details : Hi Team,

After the post maintenance at Orient Square Building. The site has been encountering intermittent internet and network connectivity issues. To resolve this, our team will perform a rollback procedure to restore the system to its last known state.

Further updates shall be provided as soon as they are available.

• Service Impact : Internet and Network Connectivity – OSB Site

• Event : Partial Outage on Network and Internet Connectivity

• Incident Time/Date : 07:14PM PHT October 25, 2024 - Ongoing (Intermittent)

• Activity Details : Hi Team,

Please be informed that one of our Site to Datacenter Circuit has experienced an outage but has been already restored. We are currently coordinating with our circuit provider to know more about the situation.

Due to the configuration of our network having backup circuits, we expect only partial impact on the internet and network connectivity. This may manifest as slow application performance and intermittent VOIP calls within a 4–5-minute timeframe while automatic failovers/fallback activate.

• Service Impact : Partial Impact on Internet and Network Connectivity – OSB Site

UPDATE: Please be informed that reported uplink is currently experiencing intermittent connectivity. Our team has already followed up with the provider for further investigation. To mitigate the impact, affected users have been redirected to a more stable uplink.

We will continue to monitor the situation closely and provide updates as they become available.

• Event : PH IT Hotlines System Maintenance Activity

• Schedule : October 23, 2024 (Wednesday) 9:00 PM to October 24, 2024 (Thursday) 1:00 AM

• Activity Details : Hi Team,

This is to inform you that this maintenance activity has been successfully coimpleted.

• Service Impact : PH IT Hotlines downtime

• Event : PH IT Hotlines System Maintenance Activity

• Schedule : October 23, 2024 (Wednesday) 9:00 PM to October 24, 2024 (Thursday) 1:00 AM

• Activity Details : Hi Team,

This is to inform you that the following PH IT Hotlines will be unavailable during our system maintenance activity on October 23 -24, 9:00PM – 1:00AM PHT.

1. +63 917 845 9363
2. +63 998 591 0472

You may still reach out to our 24/7 IT Support via email at helpme@emapta.com or Skype at Emapta IT Helpdesk for any IT related concerns.

• Service Impact : PH IT Hotlines downtime

• Event : Partial Outage on Network and Internet Connectivity

• Incident Time/Date : 03:21PM PHT October 21, 2024 to 11:06AM PHT October 23, 2024 - Restored, Monitoring

• Activity Details : Hi Team,

Please be informed that the affected circuit was restored at around 11:06AM PHT today, October 23, 2024.

We are currently verifying the permanent fix state and stability of the affected link.

• Service Impact : Partial Impact on Internet and Network Connectivity – NTB Site

• Event : Partial Outage on Network and Internet Connectivity

• Schedule : October 21, 2024 (Monday) | 03:21 PM (PHT) - Ongoing

• Activity Details :

Please be informed that one of our Site to Datacenter Circuit is currently experiencing an outage and we are currently coordinating with our circuit provider to know more about the situation.

Due to the configuration of our network having backup circuits, we expect only partial impact on the internet and network connectivity. This may manifest as slow application performance and intermittent VOIP calls within a 4–5-minute timeframe while automatic failovers/fallback activate.

Further updates shall be provided as soon as they are available.

• Service Impact : Partial Impact on Internet and Network Connectivity – NTB Site

• Event : Third Party Maintenance Activitiy | Uplink integrity testing at BET site

• Schedule : Saturday October 19, 2024, | 3:00 PM to 11:00 PM PHT

• Activity Details : Hi Team,

Please be informed that our third-party service provider will be conducting a network maintenance activity on Saturday, 3:00PM – 11:00PM, October 26, 2024.

The planned maintenance activity will focus on integrity testing and troubleshooting of the link from BET site going to our data center.

Due to the link redundancy in place for this site’s network, we only expect partial impact on the internet and network connectivity. This may manifest as slow application performance and intermittent VOIP calls within a 4–5-minute timeframe while automatic failovers/fallback activate.

Further updates shall be provided as soon as they are available.

• Service Impact : Minimal to zeron impact due to link redundancy in place.

Status: Completed

• Event : Partial Outage on Network and Internet Connectivity

• Incident Time/Date : October 17, 2024 (Thursday) | 06:15 PM (PHT) – Ongoing • Activity Details : Hi Team,

Please be informed that one of our Site to Datacenter Circuit currently experiencing an outage and we are currently coordinating with our circuit provider to know more about the situation.

Due to the configuration of our network having backup circuits, we expect only partial impact on the internet and network connectivity. This may manifest as slow application performance and intermittent VOIP calls within a 4–5-minute timeframe while automatic failovers/fallback activate.

• Service Impact : Partial Impact on Internet and Network Connectivity – JMT Site

UPDATE: Hi Team,

Please be informed that the affected circuit was restored at approximately 6:49 PM. We are now closely monitoring the circuit to ensure its continued stability.