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

October 7, 2025, from 14:00 PM until 17:11 PM Munich time.

During the event, customers experienced performance issues and slowness for the environment.

Root Cause Analysis

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

We observed a high utilization on the Load Balancer device on the Data Center.

We have attempted to ease this load by moving a portion of the traffic to another Data Center. This had an immediate positive impact.

Technical Action Items and Preventive Measures

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

• Our Network team is working on replacing the device.

• Our network team creates some optimization on the device’s configuration.

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.