NA01/NA02/NA03/NA91- RCA - June 13, 2021

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on June 13, 2021.
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 NA01, NA02, NA03 and NA91 instances during the following hours: 

June 13, 2021 from 02:55 AM until 03:55 AM CDT: During the event, the service was unavailable.

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

A short service disruption was experienced in some of our NA SaaS environments caused by a DDoS attack on our internet provider in Chicago,

During the incident, we worked closely with the internet provider vendor to mitigate the attack.

We are still pending for their RCA following this attack event.

Technical Action Items and Preventive Measures

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

• Ex Libris engineers  are pending RCA and mitigation from the provider

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.