Post-Incident Review

Incident Number: INC-2004

Short Description: Meccah Down

Document prepared by: Yasser
Incident start date / time: 30/03/2022 12:48

Incident end date / time: 30/03/2022 18:37

Incident Manager: Rofiq F

Others involved:

Impact (no. of affected customers): 5

Incident Timeline:

30/03/2022 12:48 –Meccah reported as down.

30/03/2022 13:07 – Node holder contact attempt no answer.
30/03/2022 14:01 – Yasser asks if a call out is going to be required.
30/03/2022 14:02 – Checked for power outages.
30/03/2022 15:03 – Yasser makes contact with node holder and confirms internet working but via old
connection.
30/03/2022 15:21 – Yasser asks about license on POE out. NOC confirmed that they hadn’t received
it.
30/03/2022 16:49 – Rofiq confirms engineer on route ETA 1 Hour.
30/03/2022 18:37 – PoE license uploaded. Meccah issue resolved.

Diagnosis / Fix / Root Cause Analysis:

POE Out license not applied to the Siklu
PoE license’s where sent to an unmanned email address box

What did we do well?

Yasser identified the issue quickly

What can we do better, next time?

Make sure all POE out licenses are done and Siklu’s are not left of Trial.
Project/install wasn’t closed out correctly, leaving small yet important step of the PoE licence’s
unconfirmed as completed.
Any other key takeaways?
 Delay getting hold of the Node holder. Review of in-hours contact method as NOC tried to call a
number of times with no success, yet engineering got through immediately.

Follow-on Actions:

Action Owner Due Date Status

Check email address routing RF
Check Management site setup for Meccah nodes JS
Telephone with UPS required (Josh) LP
Review MS provisioning steps and ownership / JS/LP
Project tracking
Look to include Yasser in Network CR meeting LP