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    Alma Uptime Report for EU00 Instance (Europe) - Q1 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 EU00 in Europe. The instance your organization uses can be identified by the Alma URL (EU00 instance is eu.alma.exlibris.com).

     

    The uptime measured on a rolling 12 month basis April 2018 - March 2019 is 99.93%

    The uptime measured on a rolling 3 month basis January 2019  -  March 2019 is 99.89%

     

    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

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    Unscheduled downtime incidents in Q1 2019

    Date

    Start time

     [CET]

    End time

    [CET]

    Duration
    (minutes)

    Description

    January 03, 2019 12:49 PM 01:18 PM 29

    As part of new procedure testing incorrect sequence of events was taken and resulted in environment down.

    Ex Libris engineers restarted the system to bring the environment to full functionality

    February  13, 2019 03:51 PM 04:29  PM 38 The database became unresponsive due to a suspected Oracle malfunction.
    Ex Libris engineers did a full system start up to bring the system back to full functionality.
    February 25, 2019 12:15 PM 12:20 PM 5 Network Issues
    March 25, 2019 9:50 AM 10:58 AM 68

    A database failure caused the environment to be unresponsive.
    The cause of this failure is still under active investigation

    Scheduled downtimes during maintenance windows in Q1 2019

    Start Date

    Day of Week

    Start Time

    [CET]

    End Time

    [CET]

    Duration (Minutes)

    January 03, 2019 Sunday 01:05 AM 02:27 AM 82
    January 13, 2019 Sunday 02:39 AM 05:03 AM 144
    January 27, 2019 Sunday 12:02 AM 12:55 AM 53
    February 03, 2019 Sunday 01:00 AM 03:39 AM 159
    February 10, 2019 Sunday 01:09 AM 01:35 AM 26
    February 23, 2019 Saturday 11:47 PM 11:55 PM 8
    March 03, 2019 Sunday 01:01 AM 02:02 AM 61
    March 10, 2019 Sunday 01:03 AM  01:17 AM 14

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 34
    Q4 2018 180
    Q1 2019 140

     

    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.)

     

    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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