NA01 - RCA - March 10, 2024
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.
Effected 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 during the following times:
March 10th , 2024 from 20:18 PM until 21:28 PM Chicago time.
During the event, the service was unavailable for the environment.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
A Compute hardware failure caused the Database server to crash.
Once the alert came in, our engineers worked to bring the DB server back up on a different host.
Once the migration completed the system fully recovered.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
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Enhancement of our Hardware failure recovery and migration procedures.
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.