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    Higher-Ed-Platform Performance and Uptime Report for NA05 Instance (North America) - Q4 2020


    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) NA05 in North America

    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 October 2020 - December 2020:

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

     0.86 sec

     2.77 sec

    Staff user screens and online transactions


     1.18 sec

     3.15 sec

     Search and full item details transactions


     0.40 sec

    1.30 sec

     End-user resource list transactions

    Higher-Ed Cloud Platform

     0.19 sec

    0.57 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. 

    • 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  January 2020 - December 2020 is 99.99%

    The uptime measured on a rolling 3 month basis  October 2020 - December 2020 is 99.995%

    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:




    Unscheduled downtime incidents in Q4 2020


    Start time


    End time




    December 08, 2020  02:51 AM 02:59 AM 8 Urgent maintenance

    Scheduled downtimes during maintenance windows in Q4 2020

    Start Date

    Day of Week

    Start Time


    End Time


    Duration (Minutes)

    October 04, 2020 Sunday 02:06 AM 02:31 AM 25
    November 01, 2020 Sunday 02:09 AM 02:50 AM 41
    November 08, 2020 Sunday 02:02 AM 02:20 AM 18
    December 06, 2020  Sunday 02:04 AM 03:03 AM 59
    December 13, 2020  Sunday 02:03 AM 02:19 AM 16

    Total unscheduled downtime minutes during past 12 months 


    Total unscheduled downtime in Quarter (minutes)

    Q1 2020 0
    Q2 2020 0
    Q3 2020 195
    Q4 2020 8

    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    


      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.