HEP AP01 - RCA - January 17, 2024

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.

Effected Products 

Alma AP01

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma AP01 instance at the Singapore Data Center during the following hours:

January 17, 2024 from 00:45 AM until 01:15 Singapore time.

During the event there was a service disruption.

Root Cause Analysis

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

During a routine operation by the Cloud team, an unintentional error occurred, leading to a temporary disruption in the search functionality. 

Once Ex Libris engineers identified the issue, the servers were restarted and the service recovered.

Technical Action Items and Preventive Measures

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

• The Cloud Engineering team rectified the error in the technical steps associated with the activity.

• Internal procedures has been fine-tuned and updated prevent such issue from happening again in the future.

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.