360 Products - RCA – April 9, 2018

Introduction

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.

Event Timeline

Service interruption was experienced by Ex Libris customers served by some 360 Services during the following hours:

April 9^th, 2018 from 12:00 PM until April 10^th, 2018 10:00 AM US Central time.

During the event, the following services encountered performance issues:

• 360 Core (Client Center)
• Intota

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).

Customer Communication 

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.

Publication History