Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    Alma Uptime Report for NA02 Instance (North America) - Q1 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 NA02 in North America. The instance your organization uses can be identified by the Alma URL (NA02 instance is


    The Alma uptime measured on a rolling 12 month basis April 2015 - March 2016 is 99.93%

    The Alma uptime measured on a rolling 3 month basis January 2016 - March 2016 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:



    Unscheduled downtime incidents in Q1 2016


    Start time


    End time




    February 23, 2016 04:40 PM 06:00 PM 80 Ex Libris engineers found that the issue was caused by high amount packet loss on the Firewall. The packet loss had been identified to be related to a defect in the firewall version. 
    February 23, 2016 08:55 PM 10:00 PM 65

    Scheduled downtimes during maintenance windows in Q1 2016

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    January 10, 2016 12:00 AM 04:00 AM 240
    January 17, 2016 12:00 AM 02:14 AM 134
    February 07, 2016 12:00 AM 03:07 AM 187
    February 14, 2016 12:00 AM 03:06 AM 186
    March 06, 2016 12:00 AM 01:32 AM 92
    March 13, 2016 01:00 AM 01:59 AM 59


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2015


     Q3 2015


    Q4 2015 0

    Q1 2016



    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    


      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.