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   

Few HEP institutions.

Event Timeline

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

July 18, 2025, from 9:55 AM until 10:25 AM Singapore Time.

During the event, some institutions were unavailable.

Root Cause Analysis

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

Due to a malfunction in one of the network devices, our services from the Singapore datacenter become unavailable for customers.

Once the issue was identified, we enabled the redundant network device to bring the service back up.

Technical Action Items and Preventive Measures

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

• We have Conducted a comprehensive audit of all critical networking and compute assets across our primary and secondary data‑centre sites.

• We have reviewed our Protocols for Network ISP related events management to have more comprehensive and faster reaction.

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.