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 slowness was experienced by Ex Libris customers served by the Alma instances at the European Data Center during the following hours:

January 28th, 2020 from 9:44 AM until January 29^th 08:00 AM Amsterdam time.

During the event, few customers were impact by some occasional performance issues on specific workflows

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause with the following results:

The slowness issue which affected some of the customers seems to be probably due to a change that was made by the ISPs in Europe, as we have not found any disturbances at our datacenter nor with our ISP aggregator and the issue has been resolved by itself.
Our engineers are closely monitoring the environment in case such will re-occur.

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 are closely monitoring the environment in case such will re-occur

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.