Introduction

This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on July 18, 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 NA07

Event Timeline

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

July 18, 2021 from 06:10  AM until 06:25 AM PDT: 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:

During a non-disruptive activity the wrong procedure was used and the environment was fully restarted.

The environment was back up running once the restart completed.

Technical Action Items and Preventive Measures

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

We reviewed and refreshed the maintenance procedures and workflows in order to avoid such errors in the future.

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.