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    Alma Uptime Report for NA02 Instance (North America) - Q1 2017

    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 URL (Alma NA02 instance is na02.alma.exlibris.com).

     

    The Alma uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.98%

    The Alma uptime measured on a rolling 3 month basis January 2017 - March 2017 is 99.99%

     

     

     

    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 2017

    Date

    Start time

     [CDT]

    End time

     [CDT]

    Duration
    (minutes)

    Description

    March 3, 2017 6:56 PM 7:09 PM 13

    Due to a network device software defect some of the network routing was not propagated and caused outage to part of our service.

    As immediate action Exlibris engineers initiated a failover to the adjacent redundant network device, and resolved the issue by reloading the device configuration.

    Note:

    On March 22, 2017, the site www.ea-journal.com (Journal of Medical Humanities & Social Studies of Science and Technology) was infected by malware. A redirect from the Alma Link Resolver to this site caused Google to mark the Alma NA02 link as redirecting to an infected site. Because of this Google registered Alma NA02 on the blocked list (even though NA02 itself was never infected). Once the source of the issue was identified, Ex Libris immediately disabled the redirection to www.ea-journal.com. On the following day, confirmation was received from Google that na02.alma.exlibrisgroup.com was no longer on the blocked list. The site www.ea-journal.com (Journal of Medical Humanities & Social Studies of Science and Technology) was infected by malware. A redirect from the Alma Link Resolver to this site caused Google to mark the Alma NA02 link as redirecting to an infected site. Because of this Google registered Alma NA02 on the blocked list (even though NA02 itself was never infected). Once the source of the issue was identified, Ex Libris immediately disabled the redirection to www.ea-journal.com. On the following day, confirmation was received from Google that na02.alma.exlibrisgroup.com was no longer on the blocked list.

    Scheduled downtimes during maintenance windows in Q1 2017

    Start Date

    Start Time

     [CDT]

    End Time

     [CDT]

    Duration (Minutes)

    uary 01, 2017 12:08 AM 12:27 AM 19
    January 15, 2017 12:05 AM 12:47 AM 42
    February 04, 2017 11:11 PM 11:35 PM 24
    February 12, 2017 11:04 PM 11:17 PM 13
    March 05, 2017 12:38 AM 12:54 AM 16
    March 11, 2017 11:20 PM 11:34 PM 14

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2016 0
    Q3 2016 60
    Q4 2016 41
    Q1 2017 13

     

    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.