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This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on April/21/2017
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 NA01 instance at the North America Data Center during the following hours:
April 21, 2017 from 12:37 PM until 12:49 PM Chicago 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:
Down time occurred on the online servers. Due to the fact that the down time was very short
development team was not able to collect enough data to find the exact root cause of this down time.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Development team has improved the monitoring systems, in order to be able to collect more information, even in short down times.
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.