HEP AP01 - RCA - February 5, 2022

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform AP01

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

A service interruption was experienced by Ex Libris customers using the Higher-Ed Platform AP01 instance at the Singapore Data Center during the following time periods:

February 5, 2022 from 00:21 until 01:58 Singapore time

During this time frame there was an intermittent service.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause with the following results:

The intermittent service was due to a load on the database caused by a non-optimized DB query.

Ex Libris Cloud engineers identified and killed the problematic sessions and the service has returned to normal operation.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

A permanent fix will be deployed in the next Release Update.

Customer Communication

Ex Libris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.