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    6. Alma APAC Instance RCA - May 23, 2016

    Alma APAC Instance RCA - May 23, 2016

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    1. Introduction
    2. Event Timeline
    3. Root Cause Analysis
    4. Technical Action Items and Preventive Measures
    5. Customer Communication

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on May 23, 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: 

     

    May 23,2016 From 1:40 PM until 2:42 PM Singapore Timezone

     

    During the event, the service was slow and became unavailable at times.

    Root Cause Analysis

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

     

    A Database element used by Oracle Full Text Index had grown significantly causing the slowness for some transactions.

     

     

    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 had ran a standard Oracle procedure to shrink this element which solved the problem. A periodical procedure was added as well to prevent this from happening again.

    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/

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      • Alma APAC event RCA - July 26, Aug 19 and Aug 20 2016
      • Alma APAC Instance RCA Aug 26 2015
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    1. Article type
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      Content Type
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      Language
      English
      Product
      Alma
    2. Tags
      1. environment:Alma APAC Instance
      2. Root Cause Analysis
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