On 18th May 2011, Singapore telco M1 experienced one of its worst service disruption in years. The telco managed to restore its service by Thursday 19th May 7:30pm, and identified the problem to a faulty card in its backend systems.
However, the service outage did not escape the scrutiny of the Infocomm Development Authority of Singapore (IDA). A financial penalty of S$300,000 has been imposed on M1 for breaching the Code of Practice for Telecommunication Service Resiliency ("Service Resiliency Code"), with IDA stating that M1 did not fulfill its obligation to provide resilient mobile telephone services.
In its press release, IDA mentioned that the fault that caused the service disruption was not foreseeable and not within M1's control. Though time was required to identify and restore its services, IDA deemed that M1's efforts to restore the services expeditiously were not satisfactory. The final sum also took into consideration of M1's efforts to offer compensation to its customers with a day of free local mobile calls, SMS and MMS on 25th May.
In response to IDA's decision, M1 states that the problem was intermittent, which prolonged the trouble shooting process. Citing this as an isolated case, the company reiterates that it took all the necessary course of actions to restore services to end users. M1 intends to appeal against the S$300,000 penalty, stating that the company did not cross the impact threshold of 5% of base stations under the Code.