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    Ex Libris Knowledge Center

    Higher-Ed-Platform Uptime Report for CA01 Instance (Canada) - 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) CA01 in Canada.

    For Alma, Leganto, Esploro: 

    The uptime measured on a rolling 12 month basis October 2019 - September 2020 is 99.94%

    The uptime measured on a rolling 3 month basis July 2020 - September  2020 is 99.96%

     

    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

     

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    For Primo VE:

    The uptime measured on a rolling 12 month basis October 2019 - September 2020 is 99.95%

    The uptime measured on a rolling 3 month basis July 2020 - September  2020 is 99.96%

     

    clipboard_e08a1d869a1c0a16b206024a27ba294d3.png

    Unscheduled downtime incidents in Q3 2020

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

    August 30, 2020  07:00 AM 10:30 AM 210

    The outage was due to a global Internet problem that affected many websites and ISPs including the ISP vendor we use

     

    Scheduled downtimes during maintenance windows in Q3 2020

    Start Date

    Day of week

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

    July 05, 2020 Sunday 02:13 AM 02:39 AM 36
    July 12, 2020 Sunday 02:13 AM 02:26 AM 13
    August 02, 2020 Sunday 02:03 AM 02:20 AM 17
    August 09, 2020 Sunday 02:05 AM 02:16 AM 11
    September 06, 2020 Sunday 02:08 AM 02:44 AM 36
    September 13, 2020 Sunday 02:04  AM 02:18 AM 14

     

    Total unscheduled downtime minutes during past 12 months

    For Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 252
    Q1 2020 0
    Q2 2020 0
    Q3 2020 210

     

    For Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 211
    Q1 2020 0
    Q2 2020 0
    Q3 2020 210

     

    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.

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