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Scheduled Maintenance
#SR-246827 | June 28, 2025 | SM MegaTower, Ortigas| Site to Datacenter Circuit Network Maintenance

• Event: Data Link Layer Testing

• Schedule: June 28, 2025 (Saturday) | 08:00 AM – 08:00 PM (PHT)

• Activity Details:

Hi Team,

Please be informed that one of our third-party providers will conduct a network maintenance and testing on June 28, 2025, from 08:00 AM – 08:00 PM (PHT) due to a recent incident that requires immediate action.

Please be advised that during the maintenance window, a 10-hour testing period will take place, which will result in a total downtime on one of our SMT Site to Datacenter circuits. However, due to the configuration of our network having backup circuits, we expect only a partial impact on internet and network connectivity as we have automatic failovers in place.

During the failover process, you may experience brief disruptions on any of the following below:

  • Choppy or Dropped VoIP Calls – Poor audio quality, delays, or dropped calls on platforms like Zoom, Teams, or Skype.
  • Delayed Emails & Messages – Slower delivery of emails (Outlook, Gmail) and messages in chat apps like Slack and Teams.
  • Latency Issues – Delays in response times, particularly for real-time applications.
  • Remote Desktop (RDP) Disruptions – Lag, session timeouts, or disconnections when accessing remote systems.

• Service Impact: Partial Impact on Internet and Network Connectivity

#SR-243162 | June 28-29, 2025 | All Sites | Systems Engineering and Administration Maintenance

• Event: Windows Servers Patching Activity

• Schedule 1: June 28, 2025 (Saturday) | 09:30 AM – 02:30 PM (PHT)

• Schedule 2: June 29, 2025 (Sunday) | 09:30 AM – 04:30 PM (PHT)

• Activity Details:

Hi Team,

We wish to inform you about an upcoming maintenance activity scheduled for affected servers on June 28, 2025 to June 29, 2025. Our Systems and Administration Team will be conducting patching activities for our Windows Servers to ensure the security and stability of our systems.

Please be advised that the following services will encounter a total of 60 minutes interruption during the maintenance window per server:

Schedule 1: June 28, 2025 (Saturday) | 09:30 AM – 02:30 PM (PHT)

  • PRTG Network Monitor (Primary) – Internal
  • CCTV Server – Internal
  • PRTG Network Monitor (Secondary) – Internal -North Virginia DHCP Server
  • North Virginia AD Server

Schedule 2: June 29, 2025 (Sunday) | 09:30 AM – 04:30 PM (PHT)

  • Ubiquiti Wi-Fi Controller
  • Finance Remote Desktop Server
  • SG DHCP Server
  • Primary Domain Controller
  • Manila DHCP Server
  • Finance File Server
  • Manila AD Server

Note: No Impact is expected to our Client/End user operation.

We will work diligently to complete the necessary updates as quickly as possible and minimize any disruption. If you have any questions or concerns regarding this activity, please feel free to reach out to our support team at helpme@emapta.com.

• Service Impact: Windows Servers – All Sites

#SR-244268 | June 28, 2025 (Saturday) | SM City Clark, Pampanga | Internal Network Maintenance

• Event: Additional High Availability Deployment

• Schedule: June 28, 2025 (Saturday) | 04:00 PM – 05:00 PM (PHT)

• Activity Details:

Hi Team,

As part of our ongoing efforts to enhance network redundancy and improve overall system reliability, our team will be implementing an additional high availability deployment to minimize the risk of service interruptions

During the maintenance window, we anticipate minimal to no impact on internet and network connectivity.

Automatic failover mechanisms are in place to maintain uninterrupted service and ensure business continuity.

We will continue to monitor the network closely throughout the process and will provide updates if any unexpected issues arise.

• Service Impact: Minimal to no impact on Internet and Network Connectivity

#SR-243252 | June 30, 2025 | IPLC Connectivity Maintenance

• Event: Optical Fiber Cable Replacement

• Schedule: June 30, 2025 (Monday) | 10:00 AM – 10:00 PM (PHT)

• Activity Details:

Please be informed that our service provider will be conducting a fiber optical cable replacement that hosts our circuit.

During the maintenance window, a latency increase on the IPLC is expected. However, due to the way our network is setup, traffic should be automatically failover to the VPN connection that will result to a latency increase on VPC/RDP’s.

• Service Impact: Latency Increase on IPLC VPC

#SR-243286 | July 06, 2025 | All PH Sites | Site to Datacenter Circuit Network Maintenance

• Event: Network Device Software Upgrade

• Schedule: July 06, 2025 (Sunday) | 01:00 AM – 06:00 AM (PHT)

• Activity Details:

Hi Team,

We would like to inform you that one of our service providers will be performing a service migration to a new platform, along with a software upgrade of their network devices. This initiative aims to enhance network security, improve performance, and ensure overall system reliability.

During the maintenance window, a maximum of two (2) hours of interruption is expected. However, due to the configuration of our network having backup circuits, we expect only a partial impact on internet and network connectivity as we have automatic failovers in place.

During the failover process, you may experience brief disruptions on any of the following below:

  • Choppy or Dropped VoIP Calls – Poor audio quality, delays, or dropped calls on platforms like Zoom, Teams, or Skype.
  • Delayed Emails & Messages – Slower delivery of emails (Outlook, Gmail) and messages in chat apps like Slack and Teams.
  • Latency Issues – Delays in response times, particularly for real-time applications.
  • Remote Desktop (RDP) Disruptions – Lag, session timeouts, or disconnections when accessing remote systems.

• Service Impact: Partial Internet and Network Connectivity Interruption

Past Incidents

9th November 2024

Ticket#SR-107541 | November 9, 2024| Window Server Maintenance Activity - November 9, 2024, scheduled 7 months ago

• Event : Planned System Maintenance Activity

• Schedule : Saturday November 9, 2024 | 9:00 AM to 2:00 PM PHT

• Activity Details : Hi Team,

This is to inform you of the upcoming service downtime scheduled for November 9, 2024, as part of the vulnerability remediation efforts. On this date, we will be addressing vulnerabilities on our Windows servers to enhance the security and stability of our Windows environment.

The activity will require a reboot of each participating servers. Each one will have their own reboot schedule in order avoid service impact. We expect zero to minimal network connectivity and user authentication issues during the maintenance window. We will work diligently to complete the necessary updates as quickly as possible and minimize any disruption to affected services.

• Service Impact : Domain controller and DHCP Servers | Impact: Zero to minimal network connectivity and user authentication issues

Ticket#SR-105711 | November 9, 2024 | Internet Service Provider Network Maintenance Activity, scheduled 7 months ago

• Event : Planned | Internet Service Provider Network Maintenance

• Schedule :

Primary schedule: November 9, 2024 (Saturday) | 12:00AM – 6:00AM PHT Backup schedule: November 16, 2024 (Saturday) | 12:00AM – 6:00AM PHT

• Activity Details :

This is to inform you that there will be a network maintenance activity by one of our Site-to-Data Center providers for our Saint Francis Square site. The activity will focus on their fiber optic cable system upgrade at one of their nodes.

Due to the configuration of our network having backup circuits, 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.

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

3rd November 2024

Ticket#SR-101974 | November 3, 2024 | All Sites | Planned | Internet Service Provider Network Maintenance, scheduled 7 months ago

• 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

2nd November 2024

Ticket#SR-101986 | Date | SFS and TIP | Planned Network Maintenance, scheduled 7 months ago

• 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

1st November 2024

No incidents reported

31st October 2024

No incidents reported

30th October 2024

Network and Internet Ticket#SR-106497| October 30, 2024 | TIP | Unplanned | Site to Datacenter Circuit Network Interruption - TIP Site - RESTORED

• Event : Partial disruption on Network and Internet Connectivity

• Schedule : October 30, 2024 (Wednesday) | 03:50 AM (PHT) - 10:00 PM (PHT) - RESTORED

• Activity Details :

Hi Team,

Please be informed that the affected circuit was restored around 10:00 PM. We are closely monitoring it to ensure continued stability.

All circuits are fully operational with redundancy, and we will maintain ongoing monitoring for stability

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

• Event : Partial disruption on Network and Internet Connectivity

• Schedule : October 30, 2024 (Wednesday) | 03:50 AM (PHT) - Ongoing

• Activity Details :

Hi Team,

Please be informed that one of our Site to Datacenter Circuit is currently down 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 – TIP Site

Ticket#SR-105191 | October 30 to November 6, 2024| Site Affected | Power Reconfiguration and Subsea Cable Repair, scheduled 7 months ago

• Event : Planned | Internet Service Provider Network Maintenance

• Schedule : Start: October 30, 2024 (Wednesday) | 8:00 AM (PH-Time) End: November 06, 2024 (Wednesday) | 7:59 AM (PH-Time)

• Activity Details : Hi Team,

One of our Internet Service Providers will be conducting maintenance to facilitate power reconfiguration and repair subsea cables.

During the maintenance operation, performance on the impacted circuit will be slightly degraded, however due to the way our network is configured, the impact will be low because we have another internet gateway accessible that will load balance the traffic.

• Service Impact : Slightly latency increase on network and internet connectivity – All Sites

29th October 2024

No incidents reported

28th October 2024

Ticket#SR-104043 | October 28, 2024| Multiple Sites |Partial Network Disruption on Selected Internet webtools

• Event : Partial impact on Network and Internet connectivity – Multiple Sites

• Schedule : Unplanned | October 28, 2024 (Monday) - 6:25 AM | Resolved

• Activity Details : Hi Team,

This is to update you that the affected services have been restored and is now monitored to be stable.

You may reach out to our 24/7 IT Support via helpme@emapta.com if you are having any issues.

• Service Impact : Partial impact on Network and Internet connectivity – Multiple Sites

• Event : Partial impact on Network and Internet connectivity – Multiple Sites

• Schedule : Unplanned | October 28, 2024 (Monday) | 6:25 AM

• Activity Details : Hi Team,

Please be informed that we are currently investigating a partial network disruption that is affecting internet and network connectivity across the EMAPTA network.

This is currently being investigated with high priority and further updates shall be provided as soon as they are available.

Please feel free to reach out if you are experiencing any issues with your connectivity or send a ticket through helpme@emapta.com

• Service Impact : Partial impact on Network and Internet connectivity – Multiple Sites

27th October 2024

Power Ticket# | October 27, 2024 | NTB | Unplanned | Power Interruption at Neutrinus Building Pilando Center (NTB - Baguio)

• 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

26th October 2024

Network and Internet Ticket#INC-103723 | October 26, 2024 | OSB | Unplanned | Network Interruption - OSB Site

• 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

Network and Internet #INC-103622 | Octber 26, 2024| NTB | Unplanned | Site to Datacenter Circuit Network Interruption - RESTORED

• Event : Partial disruption on Network and Internet Connectivity

• Incident Time/Date: October 26, 2024 | 1:31 PM (PHT ) – 3:20 PM (PHT) - RESTORED

• Activity Details : Hi Team,

Please be informed that the affected circuit has recovered and permanently fixed. We have requested an RCA/IR from our service provider and will provide it as soon as it becomes available.

All circuits are now fully operational with redundancy, and we are closely monitoring for stability.

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

• Event : Partial Outage on Network and Internet Connectivity

• Schedule : October 26, 2024 | 1:31 pm - ongoing

• Activity Details : We would like to inform you that one of our site-to-datacenter circuit is currently experiencing a disruption. Our service provider is actively troubleshooting the issue. Please be advised that the estimated time for restoration is approximately 4 hours.

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

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

25th October 2024

Network and Internet Ticket# | October 25, 2024 |OSB| Site to Datacenter Circuit Network Interruption

• 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.

24th October 2024

No incidents reported

23rd October 2024

Ticket#SR101200 | October 23, 2024| PH IT Hotlines System Maintenance Activity, scheduled 8 months ago

• 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