Higher-Ed-Platform Performance and Uptime Report for NA01 Instance (North America) - Q4 2023
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
The system performance as measured on the server side, on a rolling 3-month basis for October 2023 - December 2023:
| Product | Average (seconds) | 95% of all activity is faster than... (seconds) | What is being measured? |
|---|---|---|---|
 |
0.8 sec |
2.66 sec |
Staff user screens and online transactions |
 |
1.27 sec |
3.53 sec |
Search and full item details transactions |
 |
0.28 sec |
0.58 sec |
End-user resource list transactions |
|
|
0.34 sec |
1.13 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 displayed 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 from January 2023 to December 2023 is 99.99%.
The uptime measured on a rolling 3-month basis from October 2023 to December 2023 is 99.98%.
Primo VE
The uptime measured on a rolling 12-month basis from January 2023 to December 2023 is 99.96%.
The uptime measured on a rolling 3-month basis from October 2023 to December 2023 is 99.87%.
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 (outside of the MW) incidents in Q4 2023
Alma, Leganto, Esploro
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| November 5, 2023 | 06:08 PM | 06:19 PM | 11 | During a standrad maintenance activity we encountered an issue during the process which resulted in a short service disruption. Once the issue was identified, we immediately fixed it and the service recovered. |
| November 19, 2023 | 04:15 PM | 04:36 PM | 21 |
The disruption was a result of a high load in DB that was caused by a specific non-optimized offline process. To quickly resolve the problem, our engineers had to take immediate action and restart the DB, which resolved the issue. |
Primo VE
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| November 5, 2023 | 06:08 PM | 06:19 PM | 11 | During a standrad maintenance activity we encountered an issue during the process which resulted in a short service disruption. Once the issue was identified, we immediately fixed it and the service recovered. |
| November 6, 2023 | 11:20 AM | 01:35 PM | 135 | During a non-disruptive planned activity, Ex Libris engineers encountered an issue that impacted the service. The engineers made several attempts to fix the issue while the system was still available and after these attempts failed, it was decided to stop the service while applying the fix in this environment. Once the Ex Libris engineers resolved the issue, the system recovered and the service went back to normal. |
| November 19, 2023 | 04:15 PM | 04:36 PM | 21 |
The disruption was a result of a high load in DB that was caused by a specific non-optimized offline process. To quickly resolve the problem, our engineers had to take immediate action and restart the DB, which resolved the issue. |
Scheduled downtime (during the MW) incidents in Q4 2023
|
Start Date |
Day of Week |
Start Time [CDT] |
End Time [CDT] |
Duration (Minutes) |
|---|---|---|---|---|
| July 2, 2023 | Sunday | 02:03 AM | 02:51 AM | 35 |
| August 6, 2023 | Sunday | 02:03 AM | 02:34 AM | 41 |
| August 13, 2023 | Sunday | 02:44 AM | 03:03 AM | 34 |
| 04:50 AM | 05:01 AM | 11 | ||
| September 3, 2023 | Sunday | 02:04 AM | 02:50 AM | 55 |
Total unscheduled downtime minutes during the past 12 months
Alma, Leganto, Esploro:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2023 | 0 |
| Q2 2023 | 26 |
| Q3 2023 | 0 |
| Q4 2023 | 32 |
Primo VE:
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2023 | 40 |
| Q2 2023 | 26 |
| Q3 2023 | 0 |
| Q4 2023 | 167 |
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 by 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.