EU03, EU04, EU05 - RCA - January 18, 2023

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 EU03, EU04 and EU05

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform EU03 instance at the Frankfurt Data Center between Jan 18, 2023, from 09:09 until 09:39 Frankfurt time.
 

During this time frame the service was either slow or unresponsive.

Root Cause Analysis

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

Due to an issue with one of the data center ISP hardware components, some of our customers experienced degradation and low response time of the application.

The ISP replaced the problematic component, service was recovered and performance got back to normal.

Technical Action Items and Preventive Measures

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

• The ISP replaced the problematic component

• A  secondary ISP is available and if the issue would have not been resolved within a reasonable time, we would have failed over to the secondary ISP

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.