Alma NA03 - RCA – February 2, 2019

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers.

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 NA03 instance at the North America Data Center during the following hours: 

February 2^nd, 2019 from 01:02 AM until 01:25 AM 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:

While performing a proactive activity on the environment, an incorrect step in a procedure caused a system down.

 Ex Libris engineers restarted the entire environment to solve the problem.

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 the entire environment to solve the problemץ

• A review of the procedure related to this proactive activity was reviewed and updated to prevent reoccurrence in the future.

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