NA07- RCA - July 19, 2021
This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on July 19, 2021 (Jerusalem).
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.
Higher-Ed Platform NA07
Service interruption was experienced by Ex Libris customers served by the HEP NA07 instance during the following hours:
July 18, 2021 from 23:39 PM until 23:49 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:
The outage was caused due to an issue found in the latest DB Security patch which caused a load on the storage and overloaded the system.
A temporary workaround was provided by the DB vendor until they issue a permanent fix.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
We are following up with the DB vendor for the permanent fix which will be deployed as soon as it is available.
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.