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    Alma EU01- RCA - May 4, 2017

    Introduction

    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on  May 4, 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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Alma EU01 instance at our European Data Center during the following time period:

    May 4, 2017 from 6:53 PM until 7:18 PM Amsterdam 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:

    All virtual machines that were located on a malfunctioning server had to move to another server.
    During this activity the DB had high load and as a result the application servers got disconnected and required restart.
     

    Technical Action Items and Preventive Measures

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

    • Moving virtual machines from a server will be done only while the application is down and during the 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/

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    August 2, 2017 Initial Publication

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