Alma EU03 and EU04 - RCA - August 27, 2020

Introduction

This document serves as a Root Cause Analysis for the 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.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma EU03 and EU04 instances at the Frankfurt Data Center during the following hours:

August 27, 2020 from until 04:03 PM until 04:51 Frankfurt 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 with the following results:

The outage was due to a connectivity issue at one of the ISP vendors we use.

Technical Action Items and Preventive Measures

We are following up and waiting for the root cause analysis from our ISP

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/

These updates are automatically sent as emails to registered customers.