Alma Uptime Report for NA01 Instance (North America) - 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 NA01 in North America. The instance your organization uses can be identified by the URL (Alma NA01 instance is na01.alma.exlibris.com).
The uptime measured on a rolling 12 month basis July 2016 - June 2017 is 99.90%
The uptime measured on a rolling 3 month basis April 2017 - June 2017 is 99.63%
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 [CDT] |
End time [CDT] |
Duration |
Description |
---|---|---|---|---|
April 10, 2017 | 00:32 AM | 00:56 AM | 24 |
A network device failure occurred in the backbone infrastructure of the Chicago data center. During this failure, the automatic switchover to the redundant switch did not work as expected, which caused interruptions to production traffic flow that resulted in an outage. |
April 21, 2017 | 12:37 PM | 12:49 PM | 12 | Down time occurred on the online servers. Due to the fact that the down time was very short development team was not able to collect enough data to find the exact root cause of this down time. |
May 08, 2017 | 12:46 PM | 13:15 PM | 29 | A bug in the May 2017 release caused high load on the DB and as a result the app servers stopped and full system restart was needed. |
May 13, 2017 | 14:53 PM | 21:21 PM | 388 |
A rare and complex network issue resulted in a network traffic routing issue which caused a failure in our backbone infrastructure. Due to the uniqueness and complexity of the problem, it required Ex Libris and Cisco engineers to conduct a thorough analysis of the |
June 26, 2017 | 12:25 PM | 12:55 PM | 30 | A defect in one of Oracle processes caused the database to become unresponsive. As a result, users experienced application performance issues. |
Scheduled downtimes during maintenance windows in Q2 2017
Start Date |
Start Time [CDT] |
End Time [CDT] |
Duration (Minutes) |
---|---|---|---|
April 02, 2017 | 00:02 AM | 00:14 AM | 12 |
May 07, 2017 | 00:07 AM | 00:22 AM | 15 |
May 14, 2017 | 00:26 AM | 00:37 AM | 11 |
May 27, 2017 | 23:02 PM | 01:19 AM | 137 |
June 04, 2017 | 00:09 AM | 00:23 AM | 14 |
June 11, 2017 | 00:03 AM | 00:17 AM | 14 |
June 18, 2017 | 00:38 AM | 00:51 AM | 13 |
Total unscheduled downtime minutes during past 12 months
Quarter |
Total unscheduled downtime in Quarter (minutes) |
---|---|
Q3 2016 | 6 |
Q4 2016 | 8 |
Q1 2017 | 13 |
Q2 2017 | 483 |
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.