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    Ex Libris Knowledge Center

    Higher-Ed-Platform Uptime Report for AP01 Instance (APAC) - Q1 2020

    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 Higher-Ed-Platform (Alma, Primo VE, Leganto, Esploro) AP01 in APAC. The instance your organization uses can be identified by the (Alma AP01 instance is ap01.alma.exlibris.com).

    For Alma,Esploro, Leganto : 

    The uptime measured on a rolling 12 month basis April 2019 - March 2020 2019 is 99.97%

    The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.93%

     

    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
     

    clipboard_efaedcfafc13f740043f56e4792463170.png

     

    For Primo VE:

    The uptime measured on a rolling 12 month basis April 2019 - March 2020 2019 is 99.93%

    The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.93%

     

    clipboard_e1cfaa879d5ef4cda78e7c2daf416fa14.png

    Unscheduled downtime incidents in Q1 2020

    Date

    Start time

     [SGT]

    End time

    [SGT]

    Duration
    (minutes)

    Description

    February 24, 2020  10:45 AM 11:16 PM 31 The disruption was as a result of a high load in DB caused by a specific non-optimized SQL query. In order to quickly resolve the problem, our engineers had to take immediate action to stop the sessions with the problematic query, which in turn caused intermittent service
    March 18, 2020  01:03 AM 01:43 AM 40 Urgent DB Maintenance
    March 30, 2020   10:14 PM  10:27 PM 13

    A bug in the Oracle internal memory management caused the Database to become unresponsive.
    Ex Libris engineers restarted the database to bring the application to full functionality.


    Scheduled downtimes during maintenance windows in Q1 2020

    Start Date

    Day of Week

    Start Time

    [SGT]

    End Time

    [SGT]

    Duration (Minutes)

     January 05, 2020  Saturday  12:03 AM 12:28 AM 27
    January 12, 2020  Saturday  12:01 AM 12:26 AM 25
    February 02, 2020  Saturday  12:02 AM 12:28 AM 26
    February 09, 2020  Saturday  12:03 AM 12:28 AM 25
    March 01, 2020  Saturday  12:01 AM 12:31 AM 30
    March 08, 2020  Saturday  12:04 AM 01:59 AM 115


    Total unscheduled downtime minutes during past 12 months

    For Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2019 20
    Q3 2019 54
    Q4 2019 0
    Q1 2020 84

     

    For Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2019 93
    Q3 2019 52
    Q4 2019 183
    Q1 2020 84

     

     

    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.

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