Alma Uptime Report for AP01 Instance (APAC) - Q2 2017
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 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 uptime measured on a rolling 12 month basis July 2016 - June 2017 is 99.89%
The uptime measured on a rolling 3 month basis April 2017 - June 2017 is 99.78%
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 Q2 2017
|
Date |
Start time [SGT] |
End time [SGT] |
Duration |
Description |
|---|---|---|---|---|
| April 07, 2017 | 12:18 PM | 04:08 PM | 230 |
During an urgent and unexpected maintenance activity to replace a redundant network switch, a malfunction was triggered and caused both switches to fail. Cisco has confirmed that this malfunction is the result of a bug. The malfunction caused a network outage in the switch, which serves all server connections to the network, including to the central storage server in the Ex Libris Singapore data center.
|
| June 03, 2017 | 14:03 PM | 15:44 PM | 101 |
Due to a human error related to the change management process, the June release was installed on the environment a few hours earlier than usual and caused an outage at an unexpected time. It was found that the verification process that normally stops an installation from being performed in an unapproved window of time contained an error and therefore did not prevent the installation. |
Scheduled downtimes during maintenance windows in Q2 2017
|
Start Date |
Start Time [SGT] |
End Time [SGT] |
Duration (Minutes) |
|---|---|---|---|
| April 01, 2017 | 22:03 PM | 22:14 PM | 11 |
| May 06, 2017 | 22:01 PM | 22:19 PM | 18 |
| May 07, 2017 | 00:05 AM | 00:13 AM | 8 |
| May 14, 2017 | 00:12 AM | 00:24 AM | 12 |
| June 10, 2017 | 22:23 PM | 22:37 PM | 14 |
| June 17, 2017 | 23:20 PM | 23:30 PM | 10 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q3 2016 | 185 |
| Q4 2016 | 61 |
| Q1 2017 | 0 |
| Q2 2017 | 331 |
How is Uptime Calculated?
The uptime calculation is based on the following calculation (as defined in the 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.