Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
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 EU01 and EU02

Event Timeline

Service disruption was experienced by Ex Libris customers served by the EU01 and EU02 instances at our European Data Center during the following time period:

November 5, 2024 from 11:52 until 12:06 Amsterdam time.

During the event, the service was intermittently experiencing performance issues.

Root Cause Analysis

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

We received an alert indicating a performance impact on the EU1 nad EU02 environments. Upon investigation, it was determined that the performance degradation was due to an infrastructure bottleneck. The engineering team addressed this issue by optimizing traffic load balancing and increasing link throughput.

Technical Action Items and Preventive Measures

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

• Conduct a comprehensive review of other areas within the infrastructure, including a cross-data center verification, to identify and eliminate potential bottlenecks.

• We have improved our monitoring for early detection, to prevent from occurring in the future.

Customer Communication

ExLibris 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.