Skip to main content
ExLibris

Knowledge Assistant

BETA
 
  • Subscribe by RSS
  • Back
    Cross-Product

     

    Ex Libris Knowledge Center
    1. Search site
      Go back to previous article
      1. Sign in
        • Sign in
        • Forgot password
    1. Home
    2. Cross-Product
    3. RCA Reports
    4. North America
    5. NA04, NA05, NA06 and NA07 - RCA - November 24 ,2021

    NA04, NA05, NA06 and NA07 - RCA - November 24 ,2021

    1. Last updated
    2. Save as PDF
    3. Share
      1. Share
      2. Tweet
      3. Share
    1. Introduction
    2. Effected Products
    3. Event Timeline
    4. Root Cause Analysis
    5.  

    Introduction

    This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on November 24, 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.

    Effected Products

     

    Higher-Ed Platform NA04, NA05, NA06 and NA07

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the HEP NA04, NA05, NA06 and NA07  instances during the following hours: 

    November 24, 2021 from 00:09  AM until 00:57 AM Seattle time: During the event 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:

    Due to a maintenance activity by an Internet provider, the Internet line from our Datacenter in Kent, Seattle went down.

    Immediately after noticing the issue, the Exl Libris cloud engineers failed over to the secondary internet provider to bring the datacenter back up.

     

    Technical Action Items and Preventive Measures 

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

    • Work with the ISP to create a better communication flow for such activities
    • Improve the automatic ISP failover mechanism to reduce the downtime in future ISP maintenance activities

     

    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.

     

    View article in the Exlibris Knowledge Center
    1. Back to top
      • NA03 - RCA - January 3, 2024
      • NA03 - RCA - August 3 ,2021
    • Was this article helpful?

    Recommended articles

    1. Article type
      Topic
      Language
      English
    2. Tags
      1. contype:prdctmt
      2. Root Cause Analysis
    1. © Copyright 2025 Ex Libris Knowledge Center
    2. Powered by CXone Expert ®
    • Term of Use
    • Privacy Policy
    • Contact Us
    2025 Ex Libris. All rights reserved