Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 08,2015.

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

October 8, 2015 from 4:16 PM until 4:23 PM Amsterdam Time Zone

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 service interruption was a result of an application defect that impacted memory
consumption on multiple components simultaneously, however the likelihood of running into
the same problem is low since it only happens under unique circumstances.

Technical Action Items and Preventive Measures

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

• Permanent fix for the issue is being worked on and is planned for December 2015 release.

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/