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    Higher-Ed-Platform Performance and Uptime Report for EU04 Instance (Europe) - Q3 2022

     

    General

    Uptime and Performance Quarterly Reports are published each quarter to provide a comprehensive view of our uptime and system performance. 

    This document details the uptime and performance report for the Higher-Ed-Platform (Alma, Primo VE, Leganto, Esploro) EU04 in Europe

    Uptime is measured over the last three (3) months and over the last twelve (12) months.The report measures our uptime as defined in the Service Level Agreement.
    System Performance is measured over the last three (3) months. The report measures our system performance for various products and in various system online activities such as UI screens and APIs.

    Performance Report

    For Alma, Leganto, Primo VE:

    The system performance as measured on server side, on a rolling 3 month basis for July 2022 - September 2022:

    Product Average (seconds) 95% of all activity is faster than... (seconds) What is being measured?
    alma.png

     0.54 sec

    1.58 sec

    Staff user screens and online transactions

    primo.png

    0.84 sec

    2.12 sec

     Search and full item details transactions

    leganto.png

    0.2 sec

    0.44 sec

     End-user resource list transactions

    HEP1.png
    Higher-Ed Cloud Platform

    0.29 sec

    0.93 sec

     API transactions for the platform products

     

    How is the Performance Calculated?


    "Transaction Time" means the time a transaction takes place (in milliseconds) from when it is received by the system, until the system processes and returns a response, measured on the server.
    The average performance calculation is based on the following calculation

     clipboard_eff156934c1fcbc43d142478fede15e0d.png

     

     

    The 95% measure is calculated by aggregating all relevant transactions, ordering them from smallest to largest, and then identifying the time that 95% out of all transactions are faster (less) than this time. 
    Note that the performance measures are measured across all institutions within the instance. 
    Examples:

    • An API call to Higher-Ed Cloud Platform: from the time a request was received in the system until the full API response (in whatever format chosen) was processed and sent back to the calling application
    • The ‘All Titles’ screen in Alma: from the time the search query was received in the system until the full result was processed and the page of actual results was generated and sent back to the browser for rendering.
    • The resource list display in Leganto: from the time that the system receives a request for a resource list until the list is generated and sent back to the browser for rendering. 

    Uptime Report

    The uptime measured on a rolling 12 month basis October 2021 - September 2022 is 99.98%

    The uptime measured on a rolling 3 month basis July 2022 - September 2022 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

    clipboard_e4c242f71ad0fcb078ba9994c29286ff0.png

    Unscheduled downtime incidents in Q3 2022

    Date

    Start time

     [CET]

    End time

    [CET]

    Duration
    (minutes)

    Description

    July 14, 2022 13:20 PM 13:36 PM 16 High memory utilization on two search engine nodes caused slowness to gradually develop and eventually the system became unresponsive. The memory stress developed without early warning. Once the issue was identified by our monitoring systems our engineers restarted both nodes to restore stable service.
    September 23, 2022 04:28 AM 04:27 AM 9 a non-disruptive standard process that ran in the background unexpectedly caused system down. Once identified, the process was killed and the system recovered 

    Scheduled downtimes during maintenance windows in Q3 2022

    Start Date

    Day of Week

    Start Time

    [CET]

    End Time

    [CET]

    Duration (Minutes)

    July 3, 2022 Sunday 12:01 AM 12:30 AM 29
    August 7, 2022 Sunday 12:01 AM 12:49 AM 48
    August 14, 2022 Sunday 12:09 AM 12:35 AM 26
    September 4, 2022 Sunday 12:01 AM 12:30 AM 29

    Total unscheduled downtime minutes during the past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2021 0
    Q1 2022 38
    Q2 2022 61
    Q3 2022 25

    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.