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    Alma EU01 - RCA - February 2, 2017

    Introduction

    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on February 2, 2017

     

    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 EU01 instance at the Europe Data Center during the following hours: 

    February 2, 2017 from 8:03 PM until 8:36 PM Amsterdam time zone

     

    The event was identified by the 24x7 hub monitoring. During the event, the service was extremely slow for the environment.

    Root Cause Analysis

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

    Ex Libris engineers identified a malfunction in our maintenance activity scheduling that caused multiple maintenance tasks to run in parallel rather in sequence. This caused service degradation.

     

    Technical Action Items and Preventive Measures

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

    • We have updated our planning methods and control to eliminate this activity to take place at the same time on multiple instances

    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/

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    February 12, 2017 Initial publication