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    Alma AP01 - RCA - November 3, 2016



    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on November 3, 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 theAlma AP01 instance at the APAC Data Center during the following hours: 


    November 3, 2016 from 2:43AM until 2:51AM 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 defect had been identified on one of the Batch processes. The defect had caused the batch process to create an overload of http calls on the online servers, which had resulted in their inability to respond.

    Technical Action Items and Preventive Measures

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

    • The code defect had been identified, corrected and the code correction was applied to the environment.
    • Monitoring improvements were made to identify increased load prehand in order to prevent the service disruption.

    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:


    Publication History

    Date Publication Type
    Nov 1, 2016 Initial Publication


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