360 Products - RCA – April 9, 2018
Confidential Information, Disclaimer and Trade Marks
This document serves as a Root Cause Analysis for the 360 Services interruption experienced by Ex Libris customers on April 9th, 2018
The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event and identify preventive measures Ex Libris is taking to avoid similar cases in future.
Service interruption was experienced by Ex Libris customers served by some 360 Services during the following hours:
April 9th, 2018 from 12:00 PM until April 10th, 2018 10:00 AM US Central time.
During the event, the following services encountered performance issues:
- 360 Core (Client Center)
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
Due to high load and slow response of a Summon Integration server, 360 Core and Intota API queries for the Summon indexing statistics were not returned quickly. Consequently, 360 Core and Intota pages that display database information were unable to load in a reasonable timeframe.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Software changes were made to both 360 Core Client Center and Intota that should prevent similar slowdowns from occurring in the future. These changes will be deployed with the May 2018 release (scheduled for May 11).
ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/
These updates are automatically sent as emails to registered customers.
|April 25, 2018||Initial Publication|