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    APAC Data Center - RCA - October 25, 2018

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the interruption of Alma instance at the APAC Data Center
    experienced by  Ex Libris customers on October 25th, 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, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the Alma instance at the APAC Data Center during the following hours:

    October 25th, 2018 from 7:18 AM until 7:28 AM SGT time

    During the event, the service was unavailable for the environment.

    Root Cause Analysis

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

    Planned internet network activity to the backup site performed by an Ex Libris' vendor caused a complete loss of network connectivity to the Singapore Data Center.

    Technical Action Items and Preventive Measures

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

    • The procedure for reviewing the vendor’s planned activity has been improved and customers will be notified (via the status page) of such changes

    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:

    These updates are automatically sent as emails to registered customers.

    Publication History 


    Date Publication History
    November 6, 2018 Initial Publication


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