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    Higher-Ed-Platform Performance and Uptime Report for NA01 Instance (North America) - Q4 2022

     

    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) NA01 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  2022 - December 2022:

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

    0.81 sec

    2.59 sec

    Staff user screens and online transactions

    primo.png

     1.53 sec

    4.97 sec

     Search and full item details transactions

    leganto.png

     0.31 sec

     0.82 sec

     End-user resource list transactions

    HEP1.png
    Higher-Ed Cloud Platform

    0.30 sec

    1.03 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

     clipboard_eff156934c1fcbc43d142478fede15e0d.png

     

     

    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

    Alma,Leganto,Esploro

    The uptime measured on a rolling 12 month basis January 2022 - December 2022 is 99.94%

    The uptime measured on a rolling 3 month basis October  2022 - December 2022 is 100%

    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

       clipboard_ed71c07564bbfd94ea231810f42f19d50.png

    Primo VE

    The uptime measured on a rolling 12 month basis January 2021 - December 2022 is 99.93%

    The uptime measured on a rolling 3 month basis October  2022 - December 2022 is 99.97%

    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

    clipboard_edb5e1410fbefeaca2031e0c707a194fb.png

    Unscheduled downtime incidents in Q4 2022

    Alma, Leganto, Esploro

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

             

    Primo VE

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

    October 03,2022 11:01 AM 11:16 AM 15

    Multiple nodes were terminated during the event by Linux Out of Memory killer, a process that the Linux employs when the system is critically low on memory.

    An in-depth investigation done by Exlibris engineers revealed a software issue causing a memory leak which eventually caused the OS to execute the Out of Memory killer mechanism.

    October 31, 2022 16:10 PM 16:43 PM 33

    High load on one of three search engine pair-nodes caused slowness for some customers.

    The load was identified by our monitoring systems and affected pair-nodes were restarted to restore normal service.

    Scheduled downtimes during maintenance windows in Q4 2022

    Start Date

    Day of Week

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

    October 2, 2022 Sunday 02:09 AM 03:13 AM 64
    November 6, 2022 Sunday 02:04 AM 02:54 AM 50
    November 13, 2022 Sunday 02:00 AM 02:29 AM 29
    December 4, 2022 Sunday 02:02 AM 03:07 AM 65

    Total unscheduled downtime minutes during the past 12 months

    Alma, Leganto, Esploro:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q1 2022 0
    Q2 2022 306
    Q3 2022 0
    Q4 2022 0

    Primo VE:

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q1 2022 12
    Q2 2022 306
    Q3 2022 0
    Q4 2022 48

    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.

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