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    Alma Uptime Report for AP01 Instance (APAC) - Q1 2017

    Alma Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Alma Service Level Agreement.

     

    This document details the uptime report for the Alma AP01 in APAC. The instance your organization uses can be identified by the (Alma AP01 instance is ap01.alma.exlibris.com).

     

    The Alma uptime measured on a rolling 12 month basis January 2016 - December 2016 is 99.88 %

    The Alma uptime measured on a rolling 3 month basis October 2016 - December 2016 is 99.95%

     

    Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com

     

     

    Unscheduled downtime incidents in Q4 2016

    Date

    Start time

     [SGT]

    End time

     [SGT]

    Duration
    (minutes)

    Description

    October 13, 2016 11:40 AM 11:59 AM 19  A rare and temporary abnormal code malfunction caused the issue experienced.
    November 03, 2016 2:43AM 2:51AM 8 A defect had been identified on one of the Batch processes. The defect had caused the batch process to create an overload of http calls on the online servers, which had resulted in their inability to respond.
    November 08, 2016 4:00PM 4:34PM 34 A DDoS (Distributed Denial of Service) attack had been experienced on the APAC data center. the DDoS attack had impacted the traffic coming into the data center. The Ex Libris systems were able to identify the DDoS attack and prevent it from having any impact on the data. The traffic to the application was blocked by the Ex Libirs firewall for all users until the issue had been resolved.

    Scheduled downtimes during maintenance windows in  Q4 2016

    Start Date

    Start Time

     [SGT]

    End Time

     [SGT]

    Duration (Minutes)

           October 08, 2016 9:58 PM 10:13 PM 15
    November 05, 2016 10:58 PM 11:20 PM 22
    November 12, 2016 9:58 PM 10:04 PM 15
    December 03, 2016 10:51 PM 11:13 PM 22
    December 10, 2016 10:01 PM 10:24 PM 23

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q1 2016

    24

    Q2 2016

    341
     Q3 2016 185
     Q4 2016 61

     

    How is Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the Alma Service Level Agreement):

    "Uptime" means the total period in minutes during which the Service is available for access and use during this period.

     

    Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:   

      

     Uptime Percentage = X /(Y–Z) × 100    

    Where: 

      X = Uptime

      Y = Last 12 months period

      Z = The duration (in minutes) of any SLA Exclusions* during these 12 months

     

    *SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)

     

    Further Information

    If you have any queries on the information within this report please contact Ex Libris through your usual channel.

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