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    Availability – Uptime Reports_1.3

    • Product: Cross-Product
    • Relevant for Installation Type: Multi-Tenant Direct, Dedicated-Direct, TotalCare

    Version 1.3


    For SaaS multitenant environments, Ex Libris has a quarterly availability report that measures and records system uptime services. This report is published and available for customers in the Customer Center.

    How is Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the Service Level Agreement):

    "Uptime" means the total period in minutes during which the Service is available for access and use during this period.

    Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:   

     Uptime Percentage = X /(Y–Z) × 100    


      X = Uptime

      Y = Last 12 months period

      Z = The duration (in minutes) of any SLA Exclusions* during these 12 months

    *SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)

    Further Information

    If you have any queries on the information within this report please contact Ex Libris through your usual channel.


    Record of Changes

    Type of information Document Data

    Document Title:

    Availability – Uptime reports

    Document Owner:

    Tomer Shemesh - Ex Libris Chief Information Security Officer (CISO)

    Approved by:

    Barak Rozenblat – VP Cloud Services


    Apr 9, 2019

    Reviewed & Revised:

    June 02, 2021


    Revision Control

    Version Number Nature of Change Date Approved


    Initial version

    Apr 9, 2019


    Update - Tomer S

    Mar 22, 2020


    Update - Tomer S

    May 31, 2020


    Update - Tomer S

    June 02, 2021

    Document Distribution and Review

    The document owner will distribute this document to all approvers when it is first created and as changes or updates are made. This document will be reviewed and updated annually or upon written request by an approver or stakeholder. Questions or feedback about this document can be directed to the owner or a listed approver


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