Higher-Ed-Platform Performance and Uptime Report for NA04 Instance (North America) - Q1 2021
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) NA04 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
The system performance as measured on server side, on a rolling 3 month basis for January 2021 - March 2021
| Product | Average (seconds) | 95% of all activity is faster than... (seconds) | What is being measured? |
|---|---|---|---|
 |
0.85 sec |
2.65 sec |
Staff user screens and online transactions |
 |
0.99 sec |
2.93 sec |
Search and full item details transactions |
 |
0.28 sec |
0.52 sec |
End-user resource list transactions |
|
|
0.37 sec |
2.10 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
The uptime measured on a rolling 12 month basis April 2020 - March 2021 is 99.96%
The uptime measured on a rolling 3 month basis January 2021 - March 2021 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 2021
Alma, Leganto, Exploro:
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| January 10, 2021 | 05:01 PM | 05:43 PM | 42 |
During a planned activity on the environment, an applicative process went out of sync which caused an excessive load on the database and resulted in a service disruption. Ex Libris engineers found that the reason for the load was a misalignment in the DB partitions. The process was stopped during the event, resynced and the system recovered. The alignment of the DB partitions was performed on January 16th which caused another 71 min of intermittent service after which the system recovered and the misalignment was fixed for good |
| January 10, 2021 | 02:15 PM | 02:25 PM | 10 | |
| January 10, 2021 | 03:22 PM | 03:32 PM | 10 | |
| January 16, 2021 | 12:15 PM | 01:26 PM | 71 |
Primo VE:
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| January 10, 2021 | 04:48 PM | 05:43 PM | 55 |
During a planned activity on the environment, an applicative process went out of sync which caused an excessive load on the database and resulted in a service disruption. Ex Libris engineers found that the reason for the load was a misalignment in the DB partitions. The process was stopped during the event, resynced and the system recovered. The alignment of the DB partitions was performed on January 16th which caused another 71 min of intermittent service after which the system recovered and the misalignment was fixed for good |
| January 10, 2021 | 02:15 PM | 02:25 PM | 10 | |
| January 10, 2021 | 03:22 PM | 03:32 PM | 10 | |
| January 16, 2021 | 12:15 PM | 01:26 PM | 71 |
Scheduled downtimes during maintenance windows in Q1 2021
|
Start Date |
Day of Week |
Start Time [CDT] |
End Time [CDT] |
Duration (Minutes) |
|---|---|---|---|---|
| January 10, 2021 | Sunday | 02:03 AM | 02:32 AM | 19 |
| January 17, 2021 | Sunday | 02:04 AM | 03:45 AM | 101 |
| February 07, 2021 | Sunday | 02:00 AM | 02:37 AM | 37 |
| February 14, 2021 | Sunday | 01:58 AM | 02:18 AM | 20 |
| March 07, 2021 | Sunday | 02:22 AM | 03:04 AM | 42 |
| March 14, 2021 | Sunday | 02:01 AM | 02:20 AM | 19 |
Total unscheduled downtime minutes during past 12 months
Alma, Leganto, Esploro:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2020 | 0 |
| Q3 2020 | 195 |
| Q4 2020 | 9 |
| Q1 2021 | 133 |
Primo VE:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2020 | 0 |
| Q3 2020 | 195 |
| Q4 2020 | 9 |
| Q1 2021 | 146 |
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.