Alma NA02 - RCA - August 11, 2019

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on August 11, 2019

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 NA02 instance at our North America Data Center during the following time period:

August 11th, 2019 from 09:11 AM until 09:47 AM Chicago time

During the event, 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:

The Oracle database became un-responsive due to workload contention .
 

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 restarted environment components to bring it back to full functionality
• Oracle traces taken during the event were sent to Oracle for analysis
• Mitigation to prevent such scenarios and reduce the down time were taken

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: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History