Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Primo VE 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

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform AP01 instance at the Singapore Data Center between Nov 14, 2022, from 09:48 until 10:25 Singapore time.
 

During this time frame Primo VE was unavailable

Root Cause Analysis

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

CPU starvation on the Search Engine Cluster caused the performance degradation for Primo VE.

As an immediate mitigation our engineers resized the cluster by adding CPU and in parallel restarted the cluster.

Technical Action Items and Preventive Measures

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

·         Our monitoring threshold was lowered to detect the CPU starvation ahead of time thus allow resize before any interruption develops.

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.