Outage Procedures

We prioritise transparency and communication during outages to ensure our customers are informed throughout the process.

Once an outage is reported, our network support engineers take immediate action to verify where and why there has been an outage.

Issue Validation: We confirm the source of the outage to understand its scope and impact.
Deployment of Field Engineers: Once we know the source, we coordinate with our faults response team to send field engineers to the outage location.
Cross-Team Engagement: We collaborate with our build, networks, and datacentre teams to ensure that every aspect of the business is informed about the situation. This enables us to utilize resources effectively and respond quickly.

Throughout the outage resolution process, we provide regular updates on the status of the situation.

Our goal is to resolve outages as swiftly as possible, aiming to restore services within five hours.

Once the issue is resolved, we will confirm service restoration directly with the customer and resume our regular monitoring activities.

For information on our customer support, see KB24101401.