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Outage Report for downtime on 28 & 29 November 2023

We experienced an outage which began at about 15:20 UTC on  28 November 2023 until about 05:00 UTC on 29 November 2023 and we kept monitoring the services recovery progress throughout the day.

However, at about 15:00 UTC, we noticed that the problem had resurfaced. Following a thorough assessment, we were able to start service restoration at about 07:00 UTC on 30 November 2023. At the moment, we are closely monitoring all services to ensure they are back to full operational state.
Full details for the impacted services can be found here.
The issues arose while we were undertaking maintenance work at one of our data centre sites; the activity involved the replacement of some faulty parts, although the swap was expected to be seamless, however, we experienced unexpected behaviour.  

Following this incident, we will be reviewing some of our practices and SOPs to improve the business continuity plan.

Our updates for service availability and outages are provided here

We thank you for your understanding while we worked to restore our business operations and we are committed to working tirelessly to ensure better service availability in the future.

While recognising the importance of having our services connected all the time, we are deeply sorry for any inconveniences that may have been caused by the service outage.
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