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    Alma NA01 - RCA - February 19, 2020


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on February 2nd, 2020

    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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Alma NA01 instance at our North America Data Center during the following time period:

    February 19th , 2020 from 03:12 PM until 03:19 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:

    A non-optimized database configuration caused a brief peak load on the DB.
    As an immediate action to restore normal service Ex Libris engineers stopped all database sessions, which in turn caused a brief service disruption.


    Technical Action Items and Preventive Measures

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

    • As an immediate action to restore normal service Ex Libris engineers stopped all database sessions.
    • Ex Libris engineers are working with Oracle support to optimize the database configuration to handle peak loads



    Customer Communication

    Ex Libris 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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    February 19, 2020 Initial Publication
    March 3, 2020 Update