• # Alma Uptime Report for CN01 Instance (China) - Q4 2019

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 Service Level Agreement.

This document details the uptime report for the Alma CN01 in China.

The uptime measured on a rolling 12 month basis January 2019 - December 2019 is 99.99%

The uptime measured on a rolling 3 month basis October  2019 - December 2019 is 99.97%

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 Q4 2019

Date

Start time

[Beijing time]

End time

[Beijing time]

Duration
(minutes)

Description

November 24, 2019 08:47 PM 09:31 PM 44

During a maintenance activity on the environment, which was planned as a non-disruptive activity, application servers were taken down and caused Alma to become unavailable.

## Scheduled downtimes during maintenance windows in Q4 2019

Start Date

Day of week

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

October 6, 2019 Sunday 12:00 AM 12:16 AM 16
November 03, 2019 Sunday 12:00 AM 12:22 AM 22
November 10, 2019 Sunday 12:02 AM 12:19 AM 57
December 1, 2019 Sunday 12:00 AM 12:31 AM 31
December 8, 2019 Sunday 12:03 AM 12:41 AM 38

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q1 2019 0
Q2 2019 0
Q3 2019 0
Q4 2019 44

## How is Uptime Calculated?

The uptime calculation is based on the following calculation (as defined in the 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.)