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Service Outages Summary: December 2022 & January 2023 for Retail Operations

This report outlines significant service outages affecting retail operations between December 2022 and January 2023. Key incidents include application errors on the Outbound Paperfree server resulting in multiple transactions failures, a server replacement due to NAESB server downtime, and performance degradation of disk storage (SAN). Additionally, DNS authentication outages and server lockups impacted service availability significantly. The aim of this report is to analyze the impact of these events on operational efficiency and establish a clearer communication pathway for service restoration.

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Service Outages Summary: December 2022 & January 2023 for Retail Operations

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  1. Outage Update

  2. Retail Services • 12/7 Outbound Paperfree server encountered an application error processing duplicate transactions. Duration 6.5 hrs • 12/9 Outbound Paperfree server encountered an application error processing duplicate transactions. Duration 4 hrs • 12/16 NAESB server went down and server was replaced. Duration 12 hrs • 12/27 Disk storage (SAN) had a degradation in performance. Duration 7.25 hrs • 12/30 Proxy server went down. Duration .25 hrs

  3. Retail Services • 1/11 DNS authentication outage due to security patch application. Duration 2.5 hours • 1/15 TCH went unresponsive due to server lockup. Duration .5 hours • 1/21 TCH component failure, ticket opened with SeeBeyond. Duration 1 hour • 1/21 NAESB outage due to server lockup. Duration .25 hours

  4. Retail Services

  5. Retail Services

  6. Retail Services • HP Openview NNM and Operations • Problem Management and Incident Reports • NAESB vs GISB • 95% vs 99% availability • Planned vs Unplanned • Communication • Service Restoration

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