Higher-Ed-Platform Uptime Report for EU00 Instance (Europe) - Q2 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) EU00 in Europe. The instance your organization uses can be identified by the Alma URL (EU00 instance is eu.alma.exlibris.com).
For Alma, Leganto, Esploro:
The uptime measured on a rolling 12 month basis July 2019 - June 2020 is 99.94%
The uptime measured on a rolling 3 month basis April 2020 - June 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 June 2019 - July 2020 is 99.96%
The uptime measured on a rolling 3 month basis April 2020 - June 2020 is 99.97%
Unscheduled downtime incidents in Q2 2020
Alma, Leganto, Primo VE, Esploro:
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
| June 08, 2020 | 11:26 AM | 11:33 AM | 7 |
A routine statistics gathering process on one of the DB tables caused an issue with the DB and eventually a service disruption |
| June 23, 2020 | 07:55 PM | 08:24 PM | 29 |
Server memory issues caused by Oracle caused a DB server crash. Ex Libris engineers deployed memory configuration changes on July 13th and did a component restart to bring the application back to full functionality. |
Scheduled downtimes during maintenance windows in Q2 2020
For Alma, Leganto, Esploro:
|
Start Date |
Day of Week |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|---|
| May 03, 2020 | Sunday | 12:03 AM | 12:46 AM | 43 |
| May 10, 2020 | Sunday | 12:03 AM | 12:31 AM | 28 |
| June 07, 2020 | Sunday | 12:05 AM | 04:16 AM | 251 |
| June 14, 2020 | Sunday | 12:03 AM | 12:37 AM | 34 |
Total unscheduled downtime minutes during past 12 months
Alma, Leganto, Esploro
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q3 2019 | 206 |
| Q4 2019 | 27 |
| Q1 2020 | 55 |
| Q2 2020 | 36 |
Primo VE:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q3 2019 | 136 |
| Q4 2019 | 26 |
| Q1 2020 | 55 |
| Q2 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.
April 13, 2019April 13, 2019