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    Alma Uptime Report for EU01 Instance (Europe) - 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 EU01 in Europe. The instance your organization uses can be identified by the URL (Alma EU01 instance is eu01.alma.exlibris.com).

     

    The Alma uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.99%

    The Alma uptime measured on a rolling 3 month basis January 2017 - March 2017 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 Q1 2017

    Date

    Start time

     [CET]

    End time

     [CET]

    Duration
    (minutes)

    Description

    January 02, 2017 7:05 PM 7:16 PM 11 We experienced a simultaneous network device failure on our backbone infrastructure. As a result of this failure, a failover to the adjacent redundant network device took place.  Due to a network component configuration setup the failover took longer than expected and caused the system disruption.
     
    January 03, 2017 10:37 AM 10:42 AM 5
    February 02, 2017 8:03 PM 8:36 PM 33 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.
    February 28, 2017 10:18 AM 10:56 AM 12 We experienced a network device failure on our backbone infrastructure. The outage was due to hardware problem that caused interruptions to production traffic flow in our datacenter network – due to the short intermediate interruptions (2-3 minutes), full failover process to redundant devices was not initiated. To resolve the issue Ex Libris engineers worked with the vendor support to replace the device.

    Scheduled downtimes during maintenance windows in  Q1 2017

    Start Date

    Start Time

     [CET]

    End Time

     [CET]

    Duration (Minutes)

    January 08, 2017 12:00 AM 12:30 AM 30
    January 15, 2017 12:58 AM 1:11 AM 13
    February 05, 2017 12:01 AM 12:55 AM 54
    February 12, 2017 12:11 AM 12:41 AM 30
    March 05, 2017 12:05 AM 12:22 AM 17
    March 12, 2017 12:12 AM 12:30 AM 18
    March 18-19, 2017 11:03 PM 12:50 AM 107

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2016

    12

    Q3 2016 0
    Q4 2016 0
    Q1 2017 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.