Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on November 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 EU01 instance at the Europe Data Center during the following hours:

November 8, 2015 from 6:01AM until  06:26 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:

Maintenance activities that took place during the planned maintenance activities had suffered hardware failure that had caused the software upgrade to complete later than usual.

Technical Action Items and Preventive Measures

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

• Hardware failure was identified to be caused by defect that had caused the specific unit to start with wrong configurations, despite multiple tests.
• Once identified Ex Libris engineers had fixed the configurations and restarted the unit.
• The specific defect had been reported to the third party vendor. Ex Libris engineers are working with the third party vendors to test a solution on the Ex Libris Lab before implemented to the environments

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/