Cross products and cross regions RCA - October 21, 2016

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on October 21, 2016

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 instances mainly at North America with some global impact during the following hours: 

October 21, 2016 from 06:10 AM until 12:10 PM Chicago time zone

During that time, the Ex Libris environments were up and running, but were occasionally unreachable for customers pending their DNS setting path.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

The problem was a global DDos (Distributed Denial of Service) experienced by Global DNS service providers such as DynDNS (a cloud-based Internet Performance Management company).please find the document provided by Dyn -
hub.dyn.com/static/hub.dyn.com/dyn-blog/dyn-statement-on-10-21-2016-ddos-attack.html

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/