HEP AP02 - RCA - March 31 ; April 2, 2024

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on HEP AP02.

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 

HEP AP02

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform AP02 instance at the Sydney Data Center at the following time frame:

On March 31, 2024 From 20:54 PM until 21:03 PM Sydney time.

On April 2, 2024 From 01:03 AM Until 01:29 Sydney time.

During these time frames there was a service disruption.

Root Cause Analysis

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

As part of regular ongoing and transparent activity on the Network devices, Ex Libris engineers tried to conduct fail over between the devices.  

During the fail over a technical Issue was found at the system management level, and a manual fail over had to be conducted.

Once the failover completed the environment recovered succesfully.

Technical Action Items and Preventive Measures

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

We reviewed and refreshed the relevant procedures and workflows in order to avoid such issues 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.