Higher-Ed-Platform Performance and Uptime Report for AP01 Instance (APAC) - Q1 2024

General

Uptime and Performance Quarterly Reports are published each quarter to provide a comprehensive view of our uptime and system performance.

This document details the uptime and performance report for the Higher-Ed-Platform (Alma, Primo VE, Leganto, Esploro) AP01 in APAC

Uptime is measured over the last three (3) months and over the last twelve (12) months.The report measures our uptime as defined in the Service Level Agreement.
System Performance is measured over the last three (3) months. The report measures our system performance for various products and in various system online activities such as UI screens and APIs.

Performance Report

For Alma, Leganto, Primo VE:

The system performance as measured on the server side, on a rolling 3-month basis for January 2024 - March 2024:

Product	Average (seconds)	95% of all activity is faster than... (seconds)	What is being measured?
	0.58 sec	1.7 sec	Staff user screens and online transactions
	1.2 sec	4.3 sec	Search and full item details transactions
	0.18 sec	0.36 sec	End-user resource list transactions
*Higher-Ed Cloud Platform*	0.2 sec	1 sec	API transactions for the platform products

How is the Performance Calculated?

"Transaction Time" means the time a transaction takes place (in milliseconds) from when it is received by the system, until the system processes and returns a response, measured on the server.
The average performance calculation is based on the following calculation

The 95% measure is calculated by aggregating all relevant transactions, ordering them from smallest to largest, and then identifying the time that 95% out of all transactions are faster (less) than this time.
Note that the performance measures are measured across all institutions within the instance.
Examples:

An API call to Higher-Ed Cloud Platform: from the time a request was received in the system until the full API response (in whatever format chosen) was processed and sent back to the calling application
The ‘All Titles’ screen in Alma: from the time the search query was received in the system until the full result was processed and the page of actual results was generated and sent back to the browser for rendering.
The resource list is displayed in Leganto: from the time that the system receives a request for a resource list until the list is generated and sent back to the browser for rendering.

Uptime Report

The uptime measured on a rolling 12-month basis from April 2023 to March 2024 is 99.99%.

The uptime measured on a rolling 3-month basis from January 2024 to March 2024 is 100%.

Unscheduled downtime (outside of the MW) incidents in Q1 2024

Date	Start time [SGT]	End time [SGT]	Duration (minutes)	Description
January 17, 2024	00:45	01:15	30	During a routine operation by the Cloud team, an unintentional error occurred, leading to a temporary disruption in the search functionality. Once Ex Libris engineers identified the issue, the servers were restarted and the service recovered. The Cloud Engineering team rectified the error in the technical steps associated with the activity. Internal procedures has been fine-tuned and updated prevent such issue from happening again in the future.
February 19, 2024	18:22	18:32	10	The system became unavailable due to an incorrect URL configuration added during the process of setting up a new customer. This error in the configuration process prevented the system's cache URL mapping from loading correctly, leading to a system outage. Additional validation checks will be performed to ensure that such configuration errors do not recur. These enhancements are included in the March 2024 release.

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

January 17, 2024

00:45

01:15

30

During a routine operation by the Cloud team, an unintentional error occurred, leading to a temporary disruption in the search functionality.

Once Ex Libris engineers identified the issue, the servers were restarted and the service recovered.

The Cloud Engineering team rectified the error in the technical steps associated with the activity.
Internal procedures has been fine-tuned and updated prevent such issue from happening again in the future.

February 19, 2024

18:22

18:32

10

The system became unavailable due to an incorrect URL configuration added during the process of setting up a new customer.

This error in the configuration process prevented the system's cache URL mapping from loading correctly, leading to a system outage.

Additional validation checks will be performed to ensure that such configuration errors do not recur.
These enhancements are included in the March 2024 release.

Scheduled downtime (during the MW) incidents in Q1 2024

Start Date	Day of week	Start Time [SGT]	End Time [SGT]	Duration (Minutes)
January 6, 2024	Sunday	12:03 AM	12:21 AM	18
February 3, 2024	Sunday	12:02 AM	01:29 AM	87
March 10, 2024	Sunday	12:03 AM	12:14 AM	11

Start Date

Day of week

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

January 6, 2024

Sunday

12:03 AM

12:21 AM

18

February 3, 2024

Sunday

12:02 AM

01:29 AM

87

March 10, 2024

Sunday

12:03 AM

12:14 AM

11

Total unscheduled downtime minutes during the past 12 months

Quarter	Total unscheduled downtime in Quarter (minutes)
Q2 2023	0
Q3 2023	0
Q4 2023	6
Q1 2024	40

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 by 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.