Higher-Ed-Platform Performance and Uptime Report for EU01 Instance (Europe) - Q4 2024
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) EU01 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
The system performance as measured on the server side, on a rolling 3-month basis for October 2024 - December 2024:
| Product | Average (seconds) | 95% of all activity is faster than... (seconds) | What is being measured? |
|---|---|---|---|
 |
0.6 sec |
2 sec |
Staff user screens and online transactions |
 |
0.7 sec |
2.4 sec |
Search and full item details transactions |
 |
0.1 sec |
0.4 sec |
End-user resource list transactions |
|
|
0.2 sec |
0.7 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
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
Alma, Leganto, Esploro
The uptime measured on a rolling 12-month basis from January 2024 to December 2024 is 99.98%.
The uptime measured on a rolling 3-month basis from October 2024 - December 2024 is 99.99%.
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
Primo VE
The uptime measured on a rolling 12-month basis from January 2024 to December 2024 is 100%.
The uptime measured on a rolling 3-month basis from October 2024 - December 2024 is 99.99%.
Unscheduled downtime (outside of the MW) incidents in Q4 2024
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
| November 5 ,2024 | 11:52 AM | 12:10 AM | 18 |
We received an alert indicating a performance impact on the EU01 and EU02 environments. Upon investigation, it was determined that the performance degradation was due to an infrastructure bottleneck. The engineering team addressed this issue by optimizing traffic load balancing and increasing link throughput. Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
|
| December 16, 2024 | 11:28 PM | 11:38 PM | 10 |
A consortia misconfiguration (Human error) for a specific customer caused transactions to loop. At some point there were too many threads looping which caused a service disruption for all customers. Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future: A monitoring that was added following a similar event in NA01 recently worked as expected and immediately triggered engineering teams to work out a solution. Unfortunately, the monitoring output was not good enough to indicate exactly what configuration element was misconfigured which let to a longer that expected disruption. This will be fixed. |
Scheduled downtime (during the MW) incidents in Q4 2024
|
Start Date |
Day of week |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|---|
| November 3, 2024 | Sunday | 12:13 AM | 12:44 AM | 31 |
| November 10, 2024 | Sunday | 12:02 AM | 12:19 AM | 17 |
| December 1, 2024 | Sunday | 12:30 AM | 01:51 AM | 81 |
Total unscheduled downtime minutes during the past 12 months
Alma, Leganto, Esploro:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2024 | 0 |
| Q2 2024 | 0 |
| Q3 2024 | 82 |
| Q4 2024 | 18 |
Primo VE:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2024 | 0 |
| Q2 2024 | 0 |
| Q3 2024 | 0 |
| Q4 2024 | 10 |
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 by 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.