Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on September 29,2015 and September 30, 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 AP01 instance at the APAC Data Center during the following hours:

September 29, 2015 from 10:22 PM until 10:36 PM Singapore time.

September 30, 2015 from 03:54 AM until 04:29 AM 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 datacenter suffered a capacity problem which led to a degradation in service during brief
periods of usage.

Technical Action Items and Preventive Measures

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

• An infrastructure change took place on the following maintenance window in
  order to eliminate the capacity problem.
• Monitoring enhancements were added to identify potential problems.

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/