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    Ex Libris Knowledge Center

    Higher-Ed-Platform Uptime Report for AP01 Instance (APAC) - Q3 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  October 2019 - September 2020 is 99.99%

    The uptime measured on a rolling 3 month basis  July 2020 - September  2020 is 99.97%

    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_e48c00ab04af1b1fe622f11b099c7ca01.png

    For Primo VE:

    The uptime measured on a rolling 12 month basis  October 2019 - September 2020 is 99.98%

    The uptime measured on a rolling 3 month basis  July 2020 - September  2020 is 99.97%

     

    clipboard_ece5ec18ef4d21b3f27f427c59f7b558a.png

    Unscheduled downtime incidents in Q3 2020

    Date

    Start time

     [SGT]

    End time

    [SGT]

    Duration
    (minutes)

    Description

    July 22, 2020  08:19 PM 08:29 PM 10 Server memory issues caused by Oracle, resulted in a DB server crash.  Ex Libris engineers deployed memory configuration changes on July 26th and did a component restart to bring the application back to full functionality.
    August 05, 2020 11:46 AM 12:12 PM 26

    During the events On May 20th & 26th Ex Libris engineers fixed all DB tables that were known with problematic routine statistics gathering.
    On this latest occurrence another table was found to cause this and was fixed as well.

     

     

    Scheduled downtimes during maintenance windows in Q3 2020 

    Start Date

    Day of week

    Start Time

    [SGT]

    End Time

    [SGT]

    Duration (Minutes)

    July 05, 2020 Sunday 12:08 AM 01:24 AM 75
    July 11, 2020 Saturday  11:24 PM 11:40 PM 16
    August 02, 2020 Sunday 12:03 AM 12:42 AM 39
    August 09, 2020 Sunday 12:03 AM 12:23 AM 20
    August 16, 2020 Sunday 01:18 AM 12:25 AM 7
    September 06, 2020 Sunday 12:02 AM 12:30 AM 27
    September 13, 2020 Sunday 12:26 AM 01:06 AM 40

    Total unscheduled downtime minutes during past 12 months 

    For Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 0
    Q1 2020 84
    Q2 2020 60
    Q3 2020 36
    For Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 183
    Q1 2020 84
    Q2 2020 60
    Q3 2020 36

     

     

    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.