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    6. Alma EU00 - RCA - December 9, 2019

    Alma EU00 - RCA - December 9, 2019

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

    Introduction

    This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
    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 EU00 instance at the Amsterdam Data Center during the following hours:

    December 9th , 2019 from 11:11 AM until 11:19 AM Amsterdam 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 with the following results:

    As a result of a hardware failure, the Alma Data Bases trigger a failover process.
    During the failover process, the Alma services were not available for 8 minutes.

    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 engineer are investigating the root cause of the failure.

     

    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

    Date Publication History
    December 18, 2019 Initial Publication

     

     

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      • Alma EU00 - RCA - December 5, 2016
      • Alma EU00 - RCA - February 2, 2017
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