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
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%
Unscheduled downtime incidents in Q1 2020
|
Date |
Start time [SGT] |
End time [SGT] |
Duration |
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. |
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.