Service Interruptions - 8/27/2015

Agile Ticketing is currently having intermittent connection issues because of a major issue at one of our primary internet providers.  Time Warner Telecom is currently experiencing issues within their network that may be affecting your ability to connect to Agile services.  Our data center provider Peak 10 has already isolated TWTC off of our backbone so traffic into the Agile Ticketing servers is working as expected.

Below is the latest verbiage from TWTC on the issue.

"IP services are affected across multiple markets. The IP NOC and IP and
Transport Tier III are actively troubleshooting the issue. Operations
Engineering is engaged and Field Services is on site in Chicago, IL
investigating the issue.

tw telecom has identified a network failure affecting your services. tw
telecom tier-2 group is investigating the issue at this time."

We will continue to monitor the situation on our end prior to returning TWTC to our network.

We apologize for any inconvenience this may have caused your organization.  We work hard to provide the best experience possible.  Our 24/7 on call staff members will continue to monitor the situation and are available at 615-360-6700 if you have any questions.

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    John Lemon

    TWTC has informed the public that they have resolved the national Internet routing issue they experienced yesterday. We have decided to bring their circuits back into our network backbone and will work to complete that across the markets over the next several hours. All work on our end is anticipated to be completed by midnight tonight.

    Below are the current details directly from TWTC regarding what happened.

    “Root Cause: A protocol issue impacted IP services in multiple markets.
    Fix Action: Adjustments were made to clear the errors.

    Summary: The IP NOC began investigating the root cause with Tier III Technical Support. It was reported that the issue was causing packet loss for customers. Operations Engineering teams were engaged, and Field Services were dispatched
    to a site in Chicago, IL to assist with investigations. Troubleshooting identified a protocol issue, and Operations Engineering wo rked with Tier III Technical Support to perform adjustments on the links. It was confirmed that the errors cleared. The traffic load was also lowered on cards in Chicago to alleviate any further issues. Should any additional impact be experienced, please contact the Level 3 Technical Service Center.”