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 22nd, 2020 from 8:52 PM until 10:02 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:

Failure in one of the network devices led to a routing issue in our datacenter network.

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 together with the vendor support, applied needed configurations to mitigate this issue and make sure it won’t repeat.

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.