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.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform EU03, EU04, EU05, EU06 instances at the Frankfurt Data Center between:

January 10, 2025, from 23:58  until 00:09 Frankfurt 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:

The Lumen outage on January 10 affected multiple regions and impacted redundancy in ISP services, including our Frankfurt Data Center, impacting Higher-Ed Platform EU03, EU04, EU05, EU06 instances. Once the ISP outage was fixed all services back to normal. Click here for more information.

Technical Action Items and Preventive Measures

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

• We are continue to work with ISP vendors while keeping active redundacies to assure high level of relaibilty.

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.