Alma EU01 - RCA – August 21, 2017
This document serves as a Root Cause Analysis for the Alma 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.
Service interruption was experienced by Ex Libris customers served by the Alma EU01 instance at the Europe Data Center during the following hours:
August 21, 2017 from 1:47 PM until 2:08 PM 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 analysis with the following results:
A failure on two of the on-line nodes related to high memory usage resulted in exceptional performance degradation and periodic service disruption.
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 engineers extended the system memory by 25% on all nodes and added an additional node to the system. This will prevent recurrence of such an event in the future.
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.