Higher-Ed-Platform Uptime Report for NA01 Instance (North America) - 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, Lrganto, Esploro) NA01 in North America. The instance your organization uses can be identified by the URL (Alma NA01 instance is na01.alma.exlibris.com).
For Alma, Leganto, Esploro:
The uptime measured on a rolling 12 month basis April 2019 - March 2020 is 99.98%
The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.98%
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
Unscheduled downtime incidents in Q1 2020
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| January 29, 2020 | 3:51 AM | 4:44 AM | 53 | Urgent Maintenance |
| February 19, 2020 | 03:12 PM | 03:19 PM | 7 | A non-optimized database configuration caused a brief peak load on the DB. As an immediate action to restore normal service Ex Libris engineers stopped all database sessions, which in turn caused a brief service disruption. |
| March 02, 2020 | 01:27 PM | 01:43 PM | 16 | A DB query related to a specific feature caused unintended locking of an oracle resource, which subsequently caused the downtime. The relevant queries were stopped in order to restore service. |
Scheduled downtimes during maintenance windows in Q1 2020
|
Start Date |
Day of Week |
Start Time [CDT] |
End Time [CDT] |
Duration (Minutes) |
|---|---|---|---|---|
| January 05, 2020 | Sunday | 02:45 AM | 03:31 AM | 46 |
| January 12, 2020 | Sunday | 02:04 AM | 02:28 AM | 24 |
| February 02, 2020 | Sunday | 02:04 AM | 02:50 AM | 46 |
| February 09, 2020 | Sunday | 02:04 AM | 03:29 AM | 84 |
| March 01, 2020 | Sunday | 02:05 AM | 02:40 AM | 35 |
| March 22, 2020 | Sunday | 00:02 AM | 04:25 AM | 263 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2019 | 0 |
| Q3 2019 | 9 |
| Q4 2019 | 0 |
| Q1 2020 | 23 |
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 99.99%
Unscheduled downtime incidents in Q1 2020
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| February 19, 2020 | 03:12 PM | 03:19 PM | 7 | A non-optimized database configuration caused a brief peak load on the DB. As an immediate action to restore normal service Ex Libris engineers stopped all database sessions, which in turn caused a brief service disruption. |
Scheduled downtimes during maintenance windows in Q1 2020
|
Start Date |
Day of Week |
Start Time [CDT] |
End Time [CDT] |
Duration (Minutes) |
|---|---|---|---|---|
| January 05, 2020 | Sunday | 02:44 AM | 03:37 AM | 53 |
| January 12, 2020 | Sunday | 02:03 AM | 02:33 AM | 30 |
| January 29, 2020 | Wednesday | 03:51 AM | 04:43 AM | 52 |
| February 02, 2020 | Sunday | 02:03 AM | 02:56 AM | 53 |
| February 09, 2020 | Sunday | 02:04 AM | 03:34 AM | 90 |
| March 01, 2020 | Sunday | 02:05 AM | 02:55 AM | 50 |
| March 08, 2020 | Sunday | 02:02 AM | 03:06 AM | 64 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2019 | 0 |
| Q3 2019 | 9 |
| Q4 2019 | 0 |
| Q1 2020 | 7 |
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.