Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on Nov/11/2015.

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:

November 11, 2015 from 2:45 PM until 3:05 PM Singapore 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:

The Database had suffered a short network disconnect. The disconnect had triggered a failover
to the redundant database, which had failed to start.

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 is investigating the failover mechanism which had failed to start the second
  database. We had identified that the secondary database had started quickly, yet
  several significant elements were missing at the point of the start. These missing
  elements had prevented the start of the database.
• We have added procedures to allow identification of situations in which the secondary
  database does not come up properly and allow quick resolution.

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/