Alma Uptime Report for EU00 Instance (Europe) - Q4 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 EU00 in Europe. The instance your organization uses can be identified by the Alma URL (EU00 instance is eu.alma.exlibris.com).
The Alma uptime measured on a rolling 12 month basis January 2016 - December 2016 is 99.98%
The Alma uptime measured on a rolling 3 month basis October 2016 - December 2016 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 2016
| Date | Start time [CET] | End time [CET] | Duration | Description |
|---|---|---|---|---|
| October 18, 2016 | 11:55:00 AM | 12:09:00 PM | 14 | We have found that a bug created an exceptionally high transactions rate, resulted in an Oracle connection pool exhaustion on all of our application servers. |
| November 01, 2016 | 8:06:00 AM | 8:15:00 AM | 9 | During an investigation of an unusual system load in Alma Analytics servers (Oracle OBIEE) a human error by an Ex Libris cloud engineer lead to disconnection of the load balancer from the application servers. This caused a service outage that was identified immediate and was corrected.
The Ex Libris cloud team also identified the root cause of the Oracle OBIEE system load and had to rerun part of the daily ETL process which created some intermediate issues with the ability to run Analytics reports from 8:06 until 10:05 AM Amsterdam time. |
| December 05, 2016 | 4:18:00 PM | 4:32:00 PM | 14 | We have found a misconfiguration in one of the Oracle database parameters that is responsible for resource allocation. This prevented the database from allocating additional resources, and as a result impacted the ability to serve the Alma Web Application servers. |
Scheduled downtimes during maintenance windows in Q4 2016
| Start Date | Start Time [CET] | End Time [CET] | Duration (Minutes) |
|---|---|---|---|
| October 08, 2016 | 11:00:00 PM | 11:20:00 PM | 20 |
| November 05, 2016 | 12:02:00 AM | 12:25:00 AM | 23 |
| November 12, 2016 | 12:00:00 AM | 12:24:00 AM | 24 |
| December 03, 2016 | 12:00:00 AM | 12:27:00 AM | 27 |
| December 10, 2016 | 12:38:00 AM | 1:18:00 AM | 40 |
| December 11, 2016 | 2:12:00 AM | 2:35:00 AM | 23 |
Total unscheduled downtime minutes during past 12 months
| Quarter | Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2016 | 0 |
| Q2 2016 | 74 |
| Q3 2016 | 0 |
| Q4 2016 | 37 |
How is 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.