Alma NA01 Instance RCA Aug 10 2015

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on Aug 10,2015.

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 NA01 instance at the North America Data Center during the following hours:

August 10, 2015 from 01:56 AM until 02:04AM Chicago time zone.

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 Cloud Antivirus planned was activity performed by Ex Libris. The activity caused a brief and
unplanned service disruption for the environment. Once the issue had been identified, Exlibris
engineers performed an immediate rollback of the changes.

Technical Action Items and Preventive Measures

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

• The activity was rescheduled and redesigned while working closely and
  carefully with our Cloud Antivirus vendor. The new activity was performed
  successfully and did not cause any downtime.
• A validation step has been added to our internal procedure to help avoid similar
  issues in the future.

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/