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    Higher-Ed-Platform Uptime Report for EU01 Instance (Europe) - Q1 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) EU01 in Europe. The instance your organization uses can be identified by the URL (Alma EU01 instance is eu01.alma.exlibris.com).

    For Alma, Leganto, Esploro: 

    The uptime measured on a rolling 12 month basis April 2019  - March 2020  is 99.96%

    The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.94%

     

    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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    Unscheduled downtime incidents in Q1 2020
    (Alma, Leganto, Esploro)

    Date

    Start time

     [CET]

    End time

    [CET]

    Duration
    (minutes)


    Description
    January 27, 2020 10:37 AM 10:55 AM 18 Solr cluster failure effected 1/3 of the institutions
    January 28, 2020 05:00 AM 05:50 AM 50 

    Due to an issue was found in our LB software an unplanned service restart took place, once the LB came back online, some of the network configurations were missing from it, causing downtime to serval environments.

    As an immediate action Ex Libris network engineers failed-over to the other LB in the cluster in order to bring the environments back up.

     

    For Primo VE:

    The uptime measured on a rolling 12 month basis April 2019  - March 2020  is 99.99%

    The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.96%

     

    clipboard_e8d27137f036ed80ed6eeed931598a303.png

    Unscheduled downtime incidents in Q1 2020 (Primo VE)

    Date

    Start time

     [CET]

    End time

    [CET]

    Duration
    (minutes)


    Description
    January 28, 2020 05:00 AM 05:50 AM 50 

    Due to an issue was found in our LB software an unplanned service restart took place, once the LB came back online, some of the network configurations were missing from it, causing downtime to serval environments.

    As an immediate action Ex Libris network engineers failed-over to the other LB in the cluster in order to bring the environments back up.

     

    Scheduled downtimes during maintenance windows in Q1 2020

    Start Date

    Day of week

    Start Time

    [CET]

    End Time

    [CET]

    Duration (Minutes)

    January 05, 2020  Sunday  12:03 AM 12:34 AM 31
    January 12, 2020  Sunday 12:03 AM 12:26 AM 23
    February 02, 2020  Sunday 12:07 AM 01:32 AM 85
    February 09, 2020  Sunday 12:08 AM 01:51 AM 103
    March 01, 2020 Sunday 01:03 AM 01:37 AM 34
    March 08, 2020  Sunday  01:03 AM 01:24 AM 21

     

    Total unscheduled downtime minutes during past 12 months

    For Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2019 0
    Q3 2019 0
    Q4 2019 0
    Q1 2020 68

     

    Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2019 0
    Q3 2019 15
    Q4 2019 0
    Q1 2020 50

     

    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.