360 Products - RCA – February 4, 2018

Introduction

This document serves as a Root Cause Analysis for the 360 Services interruption experienced by Ex Libris customers on February 4^th, 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:

February 4^th, 2018 from 12:16 PM until 19:46 PM US Central time.

During the event, the following services were unavailable:

• E-Journal Portal
• 360 Link
• 360 Core (Client Center)
• 360 Search

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

A power failure to our firewall devices caused the loss of network outbound traffic. No customer data was impacted or lost.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• The out of order component was replaced with a new one.
• To prevent future failures, Ex Libris re-analyzed and re-checked the datacenter core network components.

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