Alma Seattle Data Center- RCA - July 13, 2020

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on July 13th, 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

Service interruption was experienced by Ex Libris customers served by the Alma instances in the Seattle Data Center during the following hours: 

July 13th, 2020 from 12:15 AM until 12:50 PM PDT time

During the event, the services was unavailable 

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

The outage was following a connectivity issue at one of the ISP vendors we use.

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 are working to optimize the Internet connection to improve redundancy, so such incident won’t recur 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/

These updates are automatically sent as emails to registered customers.

Publication History