Past Incidents

• Event: Network Device Software Update

• Schedule: April 5, 2025 (Saturday) | 01:00 AM to 07:00 AM (PHT)

• Activity Details:

Please be informed that one of our service providers will conduct software upgrade on one of their network devices to provide a more reliable and improved service.

During the maintenance window, a maximum of 2 hours interruption is expected. However, due to the configuration of our network having backup circuits, we expect only 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

• Event : Windows Servers Patching Activity

• Schedule 1: March 29, 2025 (Saturday)|9:00 AM to 03:30 PM (PHT) • Schedule 2: March 30, 2025 (Sunday)|9:00 AM to 04:30 PM (PHT)

• Activity Details : We wish to inform you about an upcoming maintenance activity scheduled for affected servers on March 29-30, 2025. Our System 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 interruption a total of 60 minutes during the maintenance window per server:

Schedule 1: March 29, 2025 (Saturday) | 9:00 AM – 3:30 PM (PHT)

Impacted Systems & Expected Effects:

PRTG Network Monitor (Primary) – Internal Impact: NOC monitoring will be affected. CCTV Server – Internal Need confirmation if client CCTV access will be affected externally. PRTG Network Monitor (Secondary) – Internal Impact: NOC monitoring will be affected. Domain Controller (Europe Region) – Internal Impact: Users accessing OTRS may experience authentication issues. North Virginia DHCP Server Impacted Site: EPC Impact: New users connecting during the maintenance window may not obtain an IP address. North Virginia AD Server Impacted Site: EPC Need confirmation on which AD server EPC is syncing with.

Schedule 2: March 30, 2025 (Sunday) | 9:00 AM – 4:30 PM (PHT)

Impacted Systems & Expected Effects:

Ubiquiti Wi-Fi Controller Impact: Unifi Controller will be inaccessible. Need confirmation if Unifi APs will continue functioning. Finance Remote Desktop Server Impact: Finance team will not be able to access their RDP server. SG DHCP Server Impact: Partial to no impact, as DHCP leasing should still function with the backup DHCP server. Primary Domain Controller Impact: Inaccessible during maintenance. Partial impact on domain authentication, but the backup Domain Controller should remain operational. Manila DHCP Server Impact: Partial to no impact, as DHCP leasing should still function with the backup DHCP server. Finance File Server Impact: Finance team will not be able to access their file server. Manila AD Server Impact: Partial to no impact on authentication, as there should still be a working AD server during the maintenance window.

• Service Impact: Window Servers - All Sites

• Event: Network Device Software Upgrade

• Schedule: March 27, 2025 (Thursday) | 10:00 PM – 10:30 PM (PHT)

• Activity Details :

We would like to inform you that one of our service providers will be conducting a software upgrade of their network device to enhance network security, performance, and overall system functionality.

During the maintenance window, a maximum of five (5) minutes of interruption is expected. However, due to our network's configuration, which includes backup circuits, we expect only a partial impact on the internet and network connectivity, as we have automatic failovers in place.

Due to the configuration of our network having backup circuits, we expect only partial impact on internet and network connectivity. 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 Connectivity Interruption

• Event : Unplanned | Site to Datacenter Circuit Network Interruption | ASB | March 22, 2025

• Time and Date: March 22, 2025 (Saturday) | 2:43AM - 9:12PM Restored

• Incident Details :

This is to update you that the affected link went up on 9:12PM and has since been stable. We are still waiting for confirmation from our third-party provider if the link is already on permanent fix state.

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

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

• Event : Unplanned | Site to Datacenter Circuit Network Interruption | ASB | March 22, 2025

• Time and Date: March 22, 2025 (Saturday) | 2:43AM (PHT) – On Going

• Incident Details :

This is to inform you that one of our site-to-datacenter circuit has experienced interruption around 2:43AM PHT. This has been reported to our provider for further investigation.

Due to the configuration of our network having backup circuits, we only expect 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 – ASB Site

• Event: Partial Interruption on Network and Internet Connectivity

• Unscheduled: March 19. 2025 (Wednesday) | 10:03 AM (PH – Time) – Ongoing

• Activity Details :

We have observed that one of our internet uplink providers is currently down and we are already coordinating this to our service provider for investigation.

During the incident, only a partial impact on network and internet connectivity for both wired and wireless connection is expected as we have another internet uplink circuit available for connection redundancy.

• Service Impact: Partial impact on network and internet connectivity for both wired and wireless connection – NTB Site

• Status: Restored

• Event: Network and Internet connectivity Interruption

• Schedule: March 18, 2025 | 12:14 AM (PHT)-On going

• Activity Details: Please be informed that both of our site-to-data center circuits are currently down. One of our service providers has a scheduled maintenance that will last until 6:00 AM, while the other circuit was operational until it went down at 12:14 AM. We have escalated this issue to our service provider as a high-priority incident and will provide updates as they become available.

• Service Impact: Major Impact No Internet and Network Connectivity – SCT Site

• Status: Restored

• Event : Difficulties in Connecting to Internet

• Schedule : March 17, 2025 (Monday) | 8:50 PM - Ongoing (PH Time)

• Activity Details : We are aware of the connectivity issues currently being reported at EPC Colombia. Our team is actively investigating the incident, and it is being addressed with the highest priority.

• Service Impact : Wired and Wireless connectivity – EPC/COLOMBIA

• Status: Resolved