APAC Data Center RCA June 30, 2019

Introduction

This document serves as a Root Cause Analysis for the Data Center service interruption experienced by Ex Libris customers on June 30, 2019.

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 Singapore Datacenter during June 30^th maintenance window.

During the event, environments in the Singapore Datacenter were unavailable

Root Cause Analysis

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

A planned and published major infrastructure activity was undertaken for the purpose of replacing core network switches with higher-level, newer models, enabling more robust service and increased stability at our data center in Singapore.

This maintenance activity unexpectedly caused a network disconnection between the servers and the centralized storage controller resulting in service disruption. An immediate action to mitigate the disconnection issue was completed and connectivity was restored.

Despite the issue, the infrastructure activity was completed successfully, and the data center is now running with new core switches.

Please note that the activity took place during the maintenance window, as notified in advance

Technical Action Items and Preventive Measures

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

• Ex Libris Cloud network engineers restored the connection to fix the issue.
• Ex Libris engineers will review and update the activity procedure, to minimize effect on the connection between the servers and storage.

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/