Alma CN01 - RCA - November 24, 2019

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on  November 24, 2019

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

Intermediate service interruptions were experienced by Ex Libris customers served by the Alma CN01 instance at our Chinese Data Center during the following time period:

November 24, 2019 from 08:47 PM until 09:31 PM Beijing 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:

During a maintenance activity on the environment, which was planned as a non-disruptive activity, application servers were taken down and caused Alma to become unavailable.

Technical Action Items and Preventive Measures

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

• Additional verifications were added to the process

•  

  Another approval layer was added to the process

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/

These updates are automatically sent as emails to registered customers.

Publication History