Alma EU00 Instance RCA Aug 2 and Aug 9 2015

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on Aug 02, 2015 and Aug 09,2015.

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 Alma EU00 instance at the Europe Data Center during the following hours:

August 2, 2015 from 06:00 AM until 08:15 AM Central European Time.

August 9, 2015 from 06:00 AM until 08:21 AM Central European Time.

During the event, the service was unavailable for the environment.

Root Cause Analysis

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

Aug release and hotfix installations went out of the maintenance window and as a result the
service was unavailable for the environment.

Technical Action Items and Preventive Measures

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

• Enhancements of the release mechanism which will shorten the installation time were made.
• Changes were done to the timing of the service pack installation to ensure completion within
  maintenance window.

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/