EU03- RCA - April 4, 2022

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 Alma EU03 instance at the Frankfurt Data Center between April 4, 2022 from 11:45 until 13:08 Frankfurt time.
During this time frame there was Intermittent service

Root Cause Analysis

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

An issue was found in one of the infrastructure components, that caused instability to the service and eventually caused the servers to restart.
Once the issue was identified, Ex Libris Cloud Engineers moved the traffic to other servers and the service was fully restored.

Technical Action Items and Preventive Measures

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

We have worked along with the vendor to get a permanent fix that has already been provided and applied.

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.