Past Incidents

• Event: Network Device Software Upgrade

• Schedule: April 26, 2025 (Saturday) 1:00 AM to 6:00 AM (PHT) - Cancelled

• 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.

• Service Impact: Partial Internet Connectivity Interruption – ASB & IBM Site

• Event: Total Power Shutdown

• Schedule: April 19, 2025 (Saturday) | 9:00 AM – 4:30 PM (PHT)

• Activity Details:

Please be advised that a scheduled power interruption will take place on Saturday, April 19, 2025, to facilitate the retightening of panels in the AHU Room, from the Penthouse down to the Basement Floor. This activity is part of the ongoing maintenance work being conducted by the PNB Property Management Office.

Schedule:

• 11th and 10th Floor | 9:00 AM - 9:30 AM
• 6th and 5th Floor | 10:00 AM - 10:30 AM
• 4th Floor | 11:00 AM - 11:30 AM
• Basement | 4:00 PM - 4:30 PM

Additional information:

• Time Schedule may change depending on the number of panels inside AHU room and approximately 30 minutes per AHU
• Power interruption per floor is approximately 30 minutes per floor.

For any concerns or assistance, please reach out to:

📌 Facilities and Admin – Available onsite at the 5th-floor lobby for in-person assistance.

📌 IT Support – Reach out via email at helpme@emapta.com for technical concerns.

• Service Impact :

• Power: No power supply in the affected areas for the entire duration.
• Network: Minimal to no impact is expected on our network devices as all floors are equipped with Uninterruptible Power Supply (UPS), which will sustain power throughout the 
  maintenance period.

• Event: Partial Network Connectivity Interruption

• Schedule: April 11, 2025 (Friday) | 3:53 AM – 5:19 AM (PHT)

• Activity Details: Dear Team,

Please be informed that one of our Site to Datacenters Circuit is currently experiencing a service disruption. We are actively coordinating with our circuit provider to gather more details on the situation.

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.

We will provide further updates as soon as we receive more information. Thank you for your patience and understanding.

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

• Status: Restored

• Event: Partial Outage on Network and Internet Connectivity

• Schedule: April 10, 2025 (Thursday) | 2:29 AM - 3:00 AM - Restored • Activity Details: Hi Team,

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.

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

• Status: Restored

• Event: Partial Network Connectivity Interruption

• Schedule: April 8, 2025 (Tuesday) 4:24 PM (PHT) - 5:08 PM - Restored

• Activity Details :

We would like to inform you that one of our site-to-datacenter circuit in NTB site has experienced interruption around 4:24 PM (PHT). This has been reported to our provider for further investigation.

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 Impact on Internet and Network Connectivity – NTB Site

• Status: Restored

• Event: Monthly Load Testing for Generators

• Schedule: April 5, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT)

• Activity Details :

Please be informed that the SM Mega Tower Building Administration has scheduled a monthly load testing of the generators. The transition from normal to emergency power will occur around 11:15 AM-11:20 AM, and from emergency back to normal between 11:40 AM-11:45 AM.

Further, sharing the next schedule of the monthly genset load testing:

April 5, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT)

During the maintenance, Elevator access will be restricted, and the Air Conditioning system will be temporarily down prior to each power transfer, elevator operations will resume once the power supply stabilizes.

While we do not anticipate any impact on network and internet connectivity due to the availability of uninterruptible power supply (UPS) serving as backup power for our network devices, devices without battery support, such as desktops, lighting, and other equipment, may experience fluctuations.

Thank you for your understanding.

• Service Impact : Brief Power Interruption at SMT – SM Mega tower

• Event : Internet Service Provider Network Interruption

• Incident Time/Date : April 03, 2025 (Thursday) | 4:24 AM (PHT) – 4:37 AM (PHT) - RESTORED

• Activity Details : Hi Team,

We monitored a brief downtime on one of our Internet uplinks at 4:24 AM. The connection was restored at 4:37 AM and has remained stable since. We are coordinating this to our service provider for investigation.

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

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

• Event: Authentication Issue when logging in to Machine

• Schedule: April 02, 2025 (Wednesday) | 11:43 AM - 02:00 PM

• Activity Details:

Hi Team,

We are aware of an ongoing issue where users are encountering the error message:

"The sign-in method you're trying to use isn't allowed."

Our IT team is actively investigating the cause and working on a resolution. We understand the inconvenience this may cause and appreciate your patience while we work to restore normal access.

• Service Impact : Authentication to Servers

• Event: Internet Uplink Emergency Maintenance

• Schedule: April 1, 2025 (Tuesday) | 06:00 PM – 08:00 PM PHT - Completed

• Activity Details :

Please be advised that one of our internet uplink provider is currently conducting an emergency maintenance to perform a segmentation testing to rectify the latency issues on the circuit.

During their maintenance, the affected circuit will be unavailable for 1 to 2 hours. However, due to the configuration of our network having backup circuits, we only expect a partial impact on internet and network connectivity as we have automatic failovers in place available for connection redundancy.

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 Network and Internet Connectivity – All sites

• Status: Completed