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    Higher-Ed-Platform Uptime Report for NA91 Instance (North America) - Q2 2021

    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, Leganto, Esploro) NA91 in North America. 

    The uptime measured on a rolling 12 month basis July 2020 - June 2021  is 99.99%

    The uptime measured on a rolling 3 month basis April 2021 - June 2021  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

     

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    Unscheduled downtime incidents in Q2 2021

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

    April 25, 2021 02:55 AM 03:37 AM  42

    During a standard activity within the NA maintenance window, one of our network devices boot with wrong configuration and caused instability in the network access to the environment. Once the issue has been noticed, Ex Libris engineers shut down the device to recover the environment and started to work with the vendor to bring it up with the correct configurations.

    June 13, 2021  02:55 AM 03:55 AM  60

    A short service disruption was experienced in some of our NA SaaS environments caused by a DDoS attack on our internet provider in Chicago,

    During the incident, we worked closely with the internet provider vendor to mitigate the attack.

    We are still pending for their RCA following this attack event.

    Scheduled downtimes during maintenance windows in Q2 2021

    Start Date

    Day of Week

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

    April 04, 2021 Sunday 02:04 AM 02:30 AM 26
    April 11, 2021 Sunday 01:06 AM 01:28 AM 22
    May 02, 2021 Sunday 02:03 AM 02:33 AM 30
    May 09, 2021 Sunday 02:01 AM 03:04 AM 63
    June 06, 2021 Sunday 03:50 AM 04:23 AM 33
    June 13, 2021 Sunday 02:01 AM 03:13 AM 72

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q3 2020 0
    Q4 2020 0
    Q1 2021 12
    Q2 2021 60

     

    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.