RequestDSL's Queensland channel partners (ISPs) were left without service for several hours last week after the wholesale bandwidth provider suffered its second network outage in two months.
RequestDSL and its channel have pointed the finger at one of RequestDSL's outsourced suppliers for failing to install functional UPS systems to handle such a calamity.
RequestDSL confirmed it suffered an outage on Sunday, May 5, claiming that the problem occurred intermittently between 6:47am and 11am. RequestDSL's ISP partners said the problem wasn't fixed until after 2pm that day, while others said it wasn't resolved until just before midnight.
The source of the problem has been acknowledged as power failure, but the reason why such an issue would cause network downtime is the subject of dispute. In Brisbane, RequestDSL outsources its service aggregation centre to AAPT subsidiary Connect.
"We have a contractual agreement with Connect to supply us with a UPS [uninterruptible power supply] system," said Sasha Petroff, Queensland state manager for RequestDSL. "That simply did not occur. We thought it was installed. We are taking it up with Connect."
David Glavonjic, chief executive for Connect, said the owner of the building ordered the testing of the diesel generator, which involves switching on the UPS. After the test, however, the UPS did not switch the power back over to the mains as it usually would.
"It's disappointing for us because we go to extreme lengths to provide redundancy for our customers," he said. "Sometimes these things go wrong -- but we know it is totally unacceptable. We will be questioning the UPS manufacturer about why this happened."
For the full report into the power issues faced by RequestDSL and its channel partners read this week's ARN (15 May).