NA01- RCA - April 9, 2023

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on April 9, 2023.
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.

Affected Products 

HEP NA01

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA01 instance at the Chicago Data Center between April 9, 2023, from 05:31 until 05:57 Chicago time

During this time frame the service was not available.

Root Cause Analysis

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

.

During the maintenance window we performed a non-disruptive planned activity.

Unfortunately, we encountered an issue during the process which resulted in a short service disruption.

Once the issue was identified, we immediately fixed it and the service recovered.

Technical Action Items and Preventive Measures

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

• The procedure is under review and optimization.

• Protections will be added if necessary to prevent the recurrence of such disruption.

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.