There were some extremely positive things happened in this ticket. Addison saw the ticket I opened and pretty quickly called to see if we needed to make it a P1 given the subject. While I was on the phone with him, another manager called to ask the same thing. That was excellent. (I didn't see the need to make it a P1 at that point because we had been down twice in the last 30 minutes but they were short outages.) Addison was also very helpful trying to figure out what was happening. The only reason this ticket is not a 10 is because our team eventually found that the reason for the outage was likely due to changes Integris had made in the firewalls. We found the errors that those changes started generating, and opened another ticket with Integris. I can't fault anyone on this specific ticket for not finding that, as I told them not to spend much time on it unless we went down again. I don't know if Addison or his team would have been able to find the problem or not - not sure if they even have access to the firewall logs.