Alma EU01 Instance RCA Jan 26,2016

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on January 26, 2016

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 EU01 instance at the Europe Data Center during the following hours:

January 26, 2016 from 10:25 AM until 10:56 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 human error had caused a wrong configuration on one of the instances on the environment. This human error led to performance issues and a service disturbance.

The issues was identified and the configuration was reverted immediately.

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 is developing a validation mechanism to prevent this mis-configuration in the future. This code correction is scheduled for one of the upcoming releases.

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/