Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on June 26, 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.

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: 

June 26, 2017 from 12:25 PM until 12:55 PM CST 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 defect in one of Oracle processes caused the database to become unresponsive.
As a result, users experienced application performance issues.

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 database engineering received from Oracle a fix for the issue.
  The fix will be installed on the environment after thorough testing.

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/