HEP AP01 - RCA - January 27, 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:

January 27, 2022 from 03:16 until 03:51 and from 03:56 until 04:06 Singapore time

During this time frame there was a service disruption.

Root Cause Analysis

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

A service disruption was experienced due to a misconfiguration issue done by the ISP during a scheduled network activity,

Ex Libris cloud engineers worked closely with the ISP on this issue until they fixed it and the service was up again.

Technical Action Items and Preventive Measures

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

-    Exlibris Engineers will work with the ISP based on the RFO to minimize and prevent such cases 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.