NA07- RCA - January 4, 2022

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on January 4, 2022.
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.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma NA07 instance during the following hours: 

January 4, 2022 from 18:41 AM until 18:56 Seattle 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 a standard non-disruptive maintenance activity, a malfunction has occurred which required an urgent reboot of one of the servers. As a result there was a short service disruption which has been resolved with the recovery of the server.

Technical Action Items and Preventive Measures

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

Procedures and policies were reviewed and improved.

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.