Alma NA02 Instance RCA July 19 2015

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on July 19,2015.

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 NA02 instance at the North America Data Center during the following hours:

July 19, 2015 from 06:00 AM until 06:40 AM U.S. Central 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:

Planned maintenance on infrastructure upgrade has 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:

• Changes were made to the maintenance activities, to ensure that all will be performed within
  the preferred timezone.

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/