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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

7th December 2024

Ticket#113350 | December 07 to 09, 2024|The Orient Square Building (OSB-Ortigas) |Replacement of Transformers, scheduled 6 months ago

• Event : Planned Power Service Maintenance at The Orient Square Building (OSB-Ortigas)

• Schedule : December 07, 2024 (Saturday) | 2:00 AM to December 09, 2024 (Monday) | 12:00 Midnight (PHT)

• Activity Details : We received a memo from our facilities and building administration to perform a replacement of transformers 1 and 3.

See below activity details for our common reference:

During the above dates, power to the building will be supplied exclusively by a generator, as the transformers will be offline. Please expect brief power interruptions during the switchover to and from the generator, which will take only a matter of seconds. We advise all accounts to save any ongoing work and unplug sensitive electronic devices during these times to prevent data loss or equipment damage.

Emergency Lighting: Emergency lighting will remain operational during the switchovers to ensure safety and visibility within the building.

Alternative Arrangements: We encourage you to plan your activities around the scheduled dates to minimize inconvenience. If you have critical operations that may be affected, please inform us as soon as possible so we can discuss potential solutions.

If you have questions or clarifications just send an email to our facilities and building admin team @sd.facilityandadmin@emapta.com.

• Service Impact : Brief Series of Power Service Interruptions - OSB

14th November 2024

Ticket#113347 | November 14 to 18, 2024| The Orient Square Building (OSB-Ortigas) | Replacement of Transformers, scheduled 7 months ago

• Event : Planned Power Service Maintenance at The Orient Square Building (OSB-Ortigas)

• Schedule : November 14, 2024 (Thursday) | 8:00 PM to November 18, 2024 (Monday) | 6:00 AM (PHT)

• Activity Details : We received a memo from our facilities and building administration to perform a replacement of transformers 1 and 3.

See below activity details for our common reference:

During the above dates, power to the building will be supplied exclusively by a generator, as the transformers will be offline. Please expect brief power interruptions during the switchover to and from the generator, which will take only a matter of seconds. We advise all accounts to save any ongoing work and unplug sensitive electronic devices during these times to prevent data loss or equipment damage.

Emergency Lighting: Emergency lighting will remain operational during the switchovers to ensure safety and visibility within the building.

Alternative Arrangements: We encourage you to plan your activities around the scheduled dates to minimize inconvenience. If you have critical operations that may be affected, please inform us as soon as possible so we can discuss potential solutions.

If you have questions or clarifications just send an email to our facilities and building admin team @sd.facilityandadmin@emapta.com.

• Service Impact :Brief Series of Power Service Interruptions - OSB

11th November 2024

No incidents reported

10th November 2024

Ticket#INC-115115 | November 10, 2024 | BET, IBM, NTB, ASB, SCT, JMT, and PNB | Multiple Sites Network and Internet Connectivity Interruptions - Recovered

• Event : Unplanned | Multiple Site to Datacenter Connectivity Interruptions - November 10, 2024

• Incident : November 10, 2024 (Sunday) | 6:42 PM to 6:53 PM (PHT) – First Instance November 10, 2024 (Sunday) | 8:04 PM to 8:26 PM (PHT) – Second Instance, Ongoing Restoration

• Activity Details : Please be advised that the affected circuits have been recovered. According to our service provider, backhaul links have been repaired. The impacted circuits in our infrastructures have been recovered and monitored stable for 5 hours

All circuits are now fully operational with redundancy.

• Service Impact : Recovered

• Event : Unplanned | Multiple Site to Datacenter Connectivity Interruptions - November 10, 2024

• Incident : November 10, 2024 (Sunday) | 6:42 PM to 6:53 PM (PHT) – First Instance November 10, 2024 (Sunday) | 8:04 PM to 8:26 PM (PHT) – Second Instance, Ongoing Restoration

• Activity Details : We have observed second instance of interruption at around 8:04 PM and as per our service provider this is due to multiple backhaul links are down, and their restoration team is currently en route to the fault location to conduct necessary checks. No ETR yet provided to us but will do necessary follow ups.

During the interruptions, only partial impact on network and internet connectivity is expected as we have another site to datacenter connectivity available for connection redundancy

We do apologize for any inconvenience it has caused.

• Service Impact : Partial Network and Internet Connectivity Interruptions on both wired and wireless connection – BET, IBM, NTB, ASB, SCT, JMT, and PNB

9th November 2024

Ticket#113368 | November 09, 2024| The Orient Square Building (OSB-Ortigas) |Generator Set#3 Power Load Testing - Completed, scheduled 7 months ago

• Event : Planned Power Service Maintenance at The Orient Square Building (OSB-Ortigas)

• Schedule : November 09, 2024 (Saturday) | 9:00 AM 11:00 AM (PHT)

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

• Service Impact : Completed

• Event : Planned Power Service Maintenance at The Orient Square Building (OSB-Ortigas)

• Schedule : November 09, 2024 (Saturday) | 9:00 AM 11:00 AM (PHT)

• Activity Details : We received a memo from our facilities and building administration that they will be conducting a power run test on the generator set in preparation of the upcoming first mobilization phase of the replacement of transformers on November 14, 2024.

Please expect power fluctuations lasting 5-10 seconds during the transfer between normal power and Genset power, and vice versa.

If you have questions or clarifications, just send an email to our facilities and building admin team @sd.facilityandadmin@emapta.com.

• Service Impact : 5 to 10 seconds of Power Fluctuation Between Switchover of Normal to Genset (Vice Versa) - OSB

8th November 2024

No incidents reported

7th November 2024

No incidents reported

6th November 2024

Ticket#112866 | November 06, 2024| SM Clark Tech Hub (SCT)| Core Router Maintenance Activity, scheduled 7 months ago

• Event : EMERGENCY | Planned - Internet Service Provider Network Maintenance at SM Clark Tech Hub (SCT)

• Schedule : November 06, 2024 (Wednesday) | 4:00 AM to 6:00 AM (PHT)

• Activity Details : Following the yesterday’s emergency maintenance of one of our service providers, they have requested to have additional activity that includes service migration on one of their core routers.

During the maintenance activity, only partial impact on network and internet connectivity is expected as we have another site to datacenter connectivity available for connection redundancy.

• Service Impact : Partial impact on network and internet connectivity - SCT

• Status: Completed

Ticket#112874 | November 06, 2024| The Ignacia Place (TIP) | Core Router Maintenance Activity, scheduled 7 months ago

• Event : EMERGENCY | Planned - Internet Service Provider Network Maintenance at The Ignacia Place (TIP)

• Schedule : November 06, 2024 (Wednesday) | 4:00 AM to 6:00 AM (PHT)

• Activity Details : One of our service providers will be conducting an emergency maintenance on of their core routers that includes service migration.

During the maintenance activity, only partial impact on network and internet connectivity is expected as we have another site to datacenter connectivity available for connection redundancy.

• Service Impact : Partial impact on network and internet connectivity - TIP

5th November 2024

Ticket#111910 | November 05, 2024| SM Clark Tech Hub (SCT)| Core Router Maintenance Activity, scheduled 7 months ago

• Event : EMERGENCY | Planned - Internet Service Provider Network Maintenance at SM Clark Tech Hub (SCT)

• Schedule : November 05, 2024 (Tuesday) | 4:00 AM to 5:00 AM (PHT)

• Activity Details : One of our service providers will be conducting an emergency maintenance to one of their core routers to implement a potential permanent solution that will help prevent future occurrences and confirm the root cause of the recent incident on the circuit and to enhance their service reliability.

During the maintenance activity, only partial impact on network and internet connectivity is expected as we have another site to datacenter connectivity available for connection redundancy.

• Service Impact : Partial impact on network and internet connectivity - SCT

• Status: Completed

4th November 2024

No incidents reported

3rd November 2024

No incidents reported

2nd November 2024

No incidents reported

19th October 2024

Ticket#SR-91926 | November 10, 2024 | JEG Site | Third Party Service Provider Maintenance Activity, scheduled 8 months ago

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : November 10, 2024 (Sunday) | 1:00AM – 5:00AM PHT – New Schedule

• Activity Details : This is to inform you that this network maintenance activity by one of our Site-to-Data Center providers at JEG site at Cebu has been rescheduled to 1:00AM – 5:00AM of Sunday, November 10, 2024 . The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : October 27, 2024 (Sunday) | 1:00AM – 5:00AM PHT – New Schedule

• Activity Details : Dear Team,

This is to inform you that this network maintenance activity by one of our Site-to-Data Center providers at JEG site in Cebu has been rescheduled to 1:00AM – 5:00AM of Sunday, October 27, 2024 . The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : October 19, 2024 (Saturday) | 1:00AM – 3:00AM PHT

• Activity Details : Dear Team,

This is to inform you that there will be a network maintenance activity by one of our Site-to-Data Center providers.

The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Status: Completed

Ticket#SR-91920 | November 10, 2024 | SCT Site | Third Party Service Provider Maintenance Activity, scheduled 8 months ago

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : November 10, 2024 (Sunday) | 1:00AM – 5:00AM PHT – New Schedule

• Activity Details : This is to inform you that this network maintenance activity by one of our Site-to-Data Center providers at SCT site at Clark Pampanga has been rescheduled to 1:00AM – 5:00AM of Sunday, November 10, 2024 . The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : October 27, 2024 (Sunday) | 1:00AM – 5:00AM PHT – New Schedule

• Activity Details : This is to inform you that this network maintenance activity by one of our Site-to-Data Center providers at SCT site at Clark Pampanga has been rescheduled to 1:00AM – 5:00AM of Sunday, October 27, 2024 . The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Event : Planned Maintenance Activity | Backhaul link migration by service provider

• Schedule : October 19, 2024 (Saturday) | 1:00AM – 3:00AM PHT

• Activity Details : Dear Team,

This is to inform you that there will be a network maintenance activity by one of our Site-to-Data Center providers.

The activity will focus on migrating one of their backhaul links for increase service availability.

No service impact expected for this activity.

• Service Impact : Non-service impacting

• Status: completed