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 EU00 instance at the Amsterdam Data Center between May 3, 2022, from 11:18 until 14:58 Amsterdam time.
During this time frame Primo VE was mostly experiencing performance degradation and was completely down for short intervals (up to 30 min accumulative). The performance degradation was experienced more heavily by some institutions while other institutions were less effected.

Root Cause Analysis

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

Primo VE has shown performance degradation due to a non-optimal query that caused a load on the system.

As an immediate mitigation our engineers fixed the query and in parallel restarted the nodes. 

Once the environment was restarted the service was recovered.

Technical Action Items and Preventive Measures

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

• A software fix was applied to EU00 instance on the night of May 3, 2022, to prevent this from reoccurring
• The monitoring has been improved

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.