Skip to main content
ExLibris

Knowledge Assistant

BETA
 
  • Subscribe by RSS
  • Back
    Cross-Product

     

    Ex Libris Knowledge Center
    1. Search site
      Go back to previous article
      1. Sign in
        • Sign in
        • Forgot password
    1. Home
    2. Cross-Product
    3. RCA Reports
    4. APAC
    5. HEP AP01 - RCA - January 27, 2022

    HEP AP01 - RCA - January 27, 2022

    1. Last updated
    2. Save as PDF
    3. Share
      1. Share
      2. Tweet
      3. Share
    1. Introduction
    2. Event Timeline
    3. Root Cause Analysis
    4. Technical Action Items and Preventive Measures

    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.

    View article in the Exlibris Knowledge Center
    1. Back to top
      • HEP AP01 - RCA - January 2 and January 3, 2022
      • HEP AP01 - RCA - June 2 and 3, 2021
    • Was this article helpful?

    Recommended articles

    1. Article type
      Topic
      Language
      English
    2. Tags
      1. Alma - Resource Management
      2. Root Cause Analysis
    1. © Copyright 2025 Ex Libris Knowledge Center
    2. Powered by CXone Expert ®
    • Term of Use
    • Privacy Policy
    • Contact Us
    2025 Ex Libris. All rights reserved