Service Event - 11:13am - 11:38am Friday 21 March

An outage occurred that affected some services. The matter has been resolved and we continue to monitor services and connections.

This update provides further information.

The short version is that as a result of human error service on a connection that was in use was shut down. Once discovered all efforts went into unwinding the situation. Actual downtime was 11:13am to 11:38am In most cases clients came back online without intervention. A few had to restart their connection to resume.

We apologise for inconvenience caused by this event.

The Event in Detail

A maintenance order for an additional service was placed. As a result of this order an intact service became disconnected. We are further reviewing the order actions which led to this happening.

At 11:13 an intact service became disconnected. We became aware of an issue and identified service loss.
11:17 Service restoration order placed and accepted The order goes into an automated system for actioning on the hour. Normal service delivery is 1-2 hours following an order being accepted.
11:18 Escalation requested, followed by phone calls
11:29 Escalation update, request is being reviewed
11:35 Escalation request accepted and set to be actioned
11:36 Escalation with team for action
11:37 Connection service restored

We are monitoring services and connections. All show as up and running. We will continue to monitor.

Looking Ahead

While rare, outages can occur. We are using the event to review delivery, recovery and resilience for services that were affected. We will be posting further updates.

Again, our apologies for the inconvenience. Please get in touch if you have any questions or need further information.