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    Alma Uptime Report for AP01 Instance (APAC) - Q2 2016

    Alma Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Alma Service Level Agreement.

     

    This document details the uptime report for the Alma AP01 in APAC. The instance your organization uses can be identified by the ( Alma AP01 instance is ap01.alma.exlibris.com ).

     

    The Alma uptime measured on a rolling 12 month basis July 2015 - June 2016 is 99.90%

    The Alma uptime measured on a rolling 3 month basis April 2016 - June 2016 is 99.74%

     

    Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com

     

     

    Unscheduled downtime incidents in Q2 2016

    Date

    Start time

     (SGT)

    End time

     (SGT)

    Duration
    (minutes)

    Description

    April 03, 2016 09:40 AM 11:40 AM 120

    Ex Libris engineers found that the issue was caused by a high amount of packet loss on the Firewall. The issue was triggered after a firmware upgrade of the

    firewall and the packet loss had been identified as a mismatch between a configuration and the license on the firewall. The issue was resolved by removal of

    the problematic configuration.

    April 03, 2016 02:20 PM 04:40 PM 140
    May 02, 2016 11:45 PM 11:53 PM 8 Urgent Planned Maintenance
    May 23, 2016 01:40 PM 02:42 PM 62 A Database element used by Oracle Full Text Index had grown significantly causing the slowness for some transactions.
    June 14, 2016 11:00 PM 11:11 PM 11

    Following a Human error the June HotFix was not applied on the environment. Any version update is applied in two steps, the first step is a preparation step which is executed a few days prior to the maintenance window. The second step is the actual install which is executed during the maintenance window. The Human error was that the first step was not applied on AP01 production and there for the second step did not install the HotFix. Ex Libris had performed an urgent unplanned maintenance activity of applying the HotFix that included system unavailability.

    Scheduled downtimes during maintenance windows in Q2 2016

    Start Date

    Start Time

     (SGT)

    End Time

     (SGT)

    Duration (Minutes)

    April 02, 2016 10:40 PM 12:40 AM 120
    April 09, 2016 10:00 PM 10:30 AM 30
    April 30, 2016 10:00 PM 10:26 PM 26
    May 07, 2016 10:01 PM 10:20 PM 19
    June 04, 2016 11:00 PM 00:45 AM 105
    June 11, 2016 11:00 PM 11:47 PM 47

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q3 2015

    81

    Q4 2015

    67

    Q1 2016

    24
     Q2 2016 341

     

    How is Alma Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the Alma Service Level Agreement):

    "Uptime" means the total period in minutes during which the Service is available for access and use during this period.

     

    Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:   

      

     Uptime Percentage = X /(Y–Z) × 100    

    Where: 

      X = Uptime

      Y = Last 12 months period

      Z = The duration (in minutes) of any SLA Exclusions* during these 12 months

     

    *SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)

     

    Further Information

    If you have any queries on the information within this report please contact Ex Libris through your usual channel.

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