Alma AP01- RCA - October 13, 2016

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 13, 2016

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 AP01 instance at the APAC Data Center during the following hours: 

October 13, 2016 from 2:40 PM until 2:59 PM Singapore time zone

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:

A rare and temporary abnormal code malfunction caused the issue experienced.

Technical Action Items and Preventive Measures

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

• A  preventive code measures will be implemented in order to reduce the likelihood of similar cases in the future as well as fix for the bug that will be implemented in a future release.

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/