NA01- RCA - November 6, 2023

Introduction

This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on November 6, 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 

Primo VE NA01

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Primo VE NA01 instance at the Chicago Data Center on  November  6, 2023:

From 11:20 am until 12:35 am Chicago time there were performance issues.

From 12:35 am until 13:35 am Chicago time 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:

During a non-disruptive planned activity Ex Libris engineers encountered an issue that impacted the service. The engineers made several attempts to fix the issue
while the system is still available and after these attempts failed, it was decided to stop the service while applying the fix in this environment.

Once the Ex Libris engineers resolved the issue, the system recovered and the service went 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 non-disruptive planned activity was tested in a non production environment and the procedure was updated accordingly.

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.