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    Alma EU00 Instance RCA October 23 2015

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 23,2015.


    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 EU00 instance at the Europe Data Center during the following hours:

    October 23, 2015 from 06:24 AM until 08:01 AM Central European 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:

    A defect had been identified in the Oracle cluster. The defect had caused the high availability
    cluster to become unavailable and prevented the database from being available to the

    Technical Action Items and Preventive Measures

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

    • The Oracle cluster third Party experts had been engaged and Ex Libris is
      working side by side with them to identify a potential solution.
    • A procedure update had been made. The updated procedure will allow
      identifying the failure and resolving the cluster 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: