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    Ex Libris Knowledge Center

    Higher-Ed-Platform Uptime Report for AP01 Instance (APAC) - Q2 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 July 2019 - June 2020 2019 is 99.96%

    The uptime measured on a rolling 3 month basis April 2020 - June 2020 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
     

    clipboard_eb710ed5cad0fd4cd560312c5c750f2d5.png

     

    For Primo VE:

    The uptime measured on a rolling 12 month basis July 2019 - June 2020 2019 is 99.93%

    The uptime measured on a rolling 3 month basis April 2020 - June 2020 is 99.95%

     

    clipboard_ea832e5a35b7df3fd26c40725941980a9.png

    Unscheduled downtime incidents in Q2 2020

    For Alma, Leganto, Primo VE, Esploro :

    Date

    Start time

     [SGT]

    End time

    [SGT]

    Duration
    (minutes)

    Description

    April 26, 2020 11:31 PM 12:09 AM 38 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.
    May 20, 2020 03:23 PM 03:39 PM 16 A routine statistics gathering process on one of the DB tables caused an issue with the DB and eventually a service disruption
    May 26, 2020 01:11 PM 01:17 PM


    Scheduled downtimes during maintenance windows in Q2 2020

    For Alma, Leganto, Esploro, Primo VE :

    Start Date

    Day of Week

    Start Time

    [SGT]

    End Time

    [SGT]

    Duration (Minutes)

    May 03, 2020 Sunday 12:03 AM 01:25 AM 82
    May 09, 2020 Saturday  11:01 PM 01:44 AM 163
    May 10, 2020 Sunday 01:53 AM 02:14 AM 21
    June 07, 2020 Sunday 12:09 AM 01:05 AM 56
    June 14, 2020 Sunday 12:01 AM 12:46 AM 46


    Total unscheduled downtime minutes during past 12 months

    For Alma, Leganto, Esploro :

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q3 2019 54
    Q4 2019 0
    Q1 2020 84
    Q2 2020 60

     

    For Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q3 2019 52
    Q4 2019 183
    Q1 2020 84
    Q2 2020 60

     

     

    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.