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
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%
Unscheduled downtime incidents in Q3 2020
|
Date |
Start time [SGT] |
End time [SGT] |
Duration |
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.
|
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.