NA03 - RCA - January 3, 2024

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on January 3, 2024.
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 

Alma NA03

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma NA03 instance during the following hours: 

January 3, 2024 from 11:30 PM until 12:10 Chicago time.

During the event there was a service disruption.

Root Cause Analysis

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

During analysis on a Database connection issue, a compute hardware failure has been detected.

As an immediate action our engineers rebooted the Database server and restarted the host, 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:

• Our engineers migrated the guest to another host, which will assure stability of the service.

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.