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    Ex Libris Knowledge Center

    Higher-Ed- Platform Uptime Report for CN01 Instance (China) - Q1 2021

    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.

     

    Alma, Leganto, Esploro:

    The uptime measured on a rolling 12 month basis  April 2020 - March 2021 is 99.97%

    The uptime measured on a rolling 3 month basis  January 2021- March 2021 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_eb764bd0d230df5bd0bdab0e7fa111a38.png

    Primo VE

    The uptime measured on a rolling 12 month basis  April 2020 - March 2021 is 99.99%

    The uptime measured on a rolling 3 month basis  January 2021- March 2021 is 99.98%

    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_e9b6094de4f664750651d210671da0f05.png

     

    Unscheduled downtime incidents in Q1 2021

    Alma, Leganto, Esploro: 

    Date

    Start time

     [Beijing time]

    End time

    [Beijing time]

    Duration
    (minutes)

    Description

    January 26, 2021 15:37 PM 16:57 PM 80

    In order to comply with China MIIT regulation re ICP management policy we have started working on the move to the exlibrisgroup.com.cn.

    Due to some cache and SSL related issues a temporarily interruption occurred. To fix it we immediately aligned all servers with the new domain and the service recovered.

    March 10, 2021 05:59 AM 09:23 AM 202

     code fix process ran on the system just before the event. This is a very common operation, exactly the same as the one that ran on March 10th on many Alma instances around the world without any negative effect. A close examination showed that this process has a potential flaw where temporary files are deleted unnecessarily. Usually, the server will generate these temp files but in this specific case it did not which in turn caused the reported errors.

     

    Primo VE:

    Date

    Start time

     [Beijing time]

    End time

    [Beijing time]

    Duration
    (minutes)

    Description

    January 26, 2021 15:37 PM 16:57 PM 80

    In order to comply with China MIIT regulation re ICP management policy we have started working on the move to the exlibrisgroup.com.cn.

    Due to some cache and SSL related issues a temporarily interruption occurred. To fix it we immediately aligned all servers with the new domain and the service recovered.

    Scheduled downtimes during maintenance windows in Q1 2021

    Start Date

    Day of week

    Start Time

    [SGT]

    End Time

    [SGT]

    Duration (Minutes)

    January 09, 2021 Saturday  11:04 PM 11:42 PM 38
    January 16, 2021 Saturday  11:01 PM 11:19 PM 18
    February 06, 2021 Saturday  11:03 PM 11:41 PM 38
    February 13, 2021 Saturday  11:00 PM 11:36 PM 36
    March 06, 2021 Saturday  11:01 PM 12:19 AM 78
    March 13, 2021 Saturday  11:02 PM 11:40 PM 38

    Total unscheduled downtime minutes during past 12 months

    Alma,Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2020 0
    Q3 2020 90
    Q4 2020 0
    Q1 2021 282
    Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2020 0
    Q3 2020 90
    Q4 2020 0
    Q1 2021 80

     

    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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