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    Ex Libris Knowledge Center

    Higher-Ed- Platform Uptime Report for CN01 Instance (China) - 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) CN01 in China.

    For Alma, Leganto, Esploro:

    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 99.96%

     

    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

     

    clipboard_e93337499378378809d842fe44eaca215.png

     

    For Primo VE:

    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 99.96%

     

    clipboard_e8e0f24fa2fb7704a8685157cd54cdbe8.png

    Unscheduled downtime incidents in Q3 2020

    Date

    Start time

     [Beijing time]

    End time

    [Beijing time]

    Duration
    (minutes)

    Description

    September 07, 2020 21:39 PM 22:29 PM 50

    An issue was found with the cleanup mechanism of the backup files which caused the volume capacity to reach its limit.

    The problem was fixed and additional capacity was added.

    September 21, 2020 21:40 PM  22:20 PM 40

    Due to a high load on the datacenter storage device caused by a non-optimized running job that resulted in a performance issue.

    Ex Libris engineers are working to optimize the job and to run it during less busy hours to reduce the load.

    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 12:58 AM 01:26 AM 28
    July 11, 2020 Saturday 11:06 PM 12:53 AM 107
    August 02, 2020 Sunday 12:04 AM 12:43 AM 39
    August 09, 2020 Sunday 12:05 AM 12:56 AM 51
    September 06, 2020 Sunday 12:03 AM 12:53 AM 49
    September 13, 2020 Sunday 12:49 AM 01:22 AM 32

    Total unscheduled downtime minutes during past 12 months

    For Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 44
    Q1 2020 0
    Q2 2020 0
    Q3 2020 90

     

    For Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2019 0
    Q1 2020 0
    Q2 2020 0
    Q3 2020 90

     

    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.