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    Alma APAC Instance RCA February 3, 2016

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on February 3,2016.

     

    The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the AP01 instance at the APAC Data Center during the following hours:

     

    February 3, 2016 from 10:31 PM until 10:51 PM Singapore time.

     

    During the event the environment experience partial service availability.

    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

     

    A host crash on one of the search servers caused it to disconnect. The failover mechanism failed.

    Technical Action Items and Preventive Measures

    Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

    • Ex Libris cloud engineers resolved the issue by doing a manual failover.
    • Fundamental resolution to full text redundancy will be deployed on AP01 instance on the 13th of February thus completely eliminating such failures from happening again.

    Customer Communication

    ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/