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    Alma Uptime Report for EU02 Instance (Europe) - Q1 2018

    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 EU02 in Europe. The instance your organization uses can be identified by the URL (Alma EU02 instance is eu02.alma.exlibris.com).

     

    The uptime measured on a rolling 12 month basis April 2017 - March 2018 is 99.96%

    The uptime measured on a rolling 3 month basis Jan 2018 - March 2018 is 99.94%

     

    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 Q1 2018

    Date

    Start time

      [CET]

    End time

    [CET]

    Duration
    (minutes)

    Description

    March 14, 2018 14:15 PM 14:49 PM 34

    A specific consortial cross partition query was found to be using a wrong DB plan, which gradually caused a ‘pile up’ in the DB, resulting in a significant slowness. 

    March 18, 2018 13:39 PM 14:28 PM 49

    An issue related to the timing and orchestration of system processes resulted in an incorrect overlap of system and database processes which accumulated into a growing load on the system and the database, which eventually caused the instance to slowdown and become unavailable.

    Scheduled downtimes during maintenance windows in  Q1 2018

    Start Date

    Day of week

    Start Time

    [CET]

    End Time

    [CET]

    Duration (Minutes)

    January 07, 2018
    Sunday
    00:03 AM
    00:19 AM
    16
    January 14, 2018 Sunday 00:03 AM 00:17 AM 14
    February 03, 2018 Saturday 23:35 PM 23:53 PM 18
    February 11, 2018 Sunday 00:00 AM 00:16 AM 16
    March 04, 2018 Sunday 01:01 AM 01:17 AM 16
    March 11, 2018 Sunday 01:59 AM 02:13 AM 14

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2017 0
    Q3 2017 0
    Q4 2017 148
    Q1 2018 83

     

    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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