INFOCOMM DEVELOPMENT AUTHORITY OF SINGAPORE 10 Pasir Panjang Road #10-01 Mapletree Business City Singapore 117438 Tel: 65-6211

0888 Fax 65-62112222 www.ida.gov.sg

Incident Report
Date: To: Cc: Subject: GDC1 Internet connection service was unavailable on 2 Nov 2013 from 3p.m. to 5.21p.m. Background 1. GDC1 called for an urgent scheduled maintenance on 1 Nov 2013 from 1p.m. – 3p.m. to test the implementation of a security solution for internet access. 2. During the test, the internet connection was swung from the primary link to the secondary link. A routing problem was detected at the secondary internet link and the swing to secondary link was unsuccessful. 3. When the internet connection was swung back to the primary link, the router experienced a hardware failure. Thus, internet connection swing to primary link was also unsuccessful. 4. This led to the unavailability of the GDC1 internet connection service. Affected Service(s) 5. i) ii) iii) Service(s): Desktop surfing service Govt Internet systems and e-services hosted at GDC1 Govt DNS service 2/11/2013 GDC1 Customers

Impact to Agencies 6. Govt agencies that use the GDC1 Desktop Surfing service were not able to surf public internet websites from their Govt internal network. Impact to Public 7. No access to the Govt internet systems and e-services hosted at GDC1. 8. Unable to do DNS resolution with Govt DNS service Cause of Problem

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9. When swinging the primary to secondary internet link, there was a routing problem at upstream ISP infrastructure. We are waiting for an incident report from the ISP service provider. 10. When swinging back from the secondary to the primary internet link, there was a hardware failure on Internet facing router. 11. When a replacement router was set up to support the primary link, we encountered difficulty in re-establishing the network connection with the ISP infrastructure. We are waiting for the same incident report from the ISP service provider. Resolution of Problem The routing problem was resolved and internet connectivity was re-established at 5.21p.m. We apologize for the extended downtime.

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