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    Higher-Ed-Platform Uptime Report for NA06 Instance (North America) - Q3 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 six (6) 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) NA06 in North America. 


    The uptime measured on a rolling 6 month basis April 2020- September 2020 is 99.97%

    The uptime measured on a rolling 3 month basis July 2020- September 2020 is 99.89%


    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 Q3 2020


    Start time


    End time




    July 13, 2020  12:15 AM 12:50 PM  35

    The outage was following a connectivity issue at one of the ISP vendors we use.

    July 22, 2020  08:52 PM 10:02 PM 70

    Failure in one of the network devices led to a routing issue in our datacenter network.

    August 30, 2020 06:00 AM  07:30 AM 90

    The outage was due to a global Internet problem that affected many websites and ISPs including the ISP vendor we use

    Scheduled downtimes during maintenance windows in Q3 2020

    Start Date

    Day of Week

    Start Time


    End Time


    Duration (Minutes)

    July 05, 2020 Sunday 02:12 AM 02:55 AM 43
    July 12, 2020 Sunday 02:13 AM 02:33 AM 20
    August 02, 2020 Sunday 02:03 AM 02:54 AM 51
    August 08, 2020 Sunday 02:07 AM 02:56 AM 49
    September 06, 2020 Sunday 02:05 AM 02:44 AM 39
    September 13, 2020 Sunday 02:04 AM 02:40 AM 36

    Total unscheduled downtime minutes during past 6 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2020 0
    Q3 2020 195


    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.