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    Availability – Uptime Reports

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

    Version 1.2

    Overview

    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    

    Where: 

      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

    Issued:

    Apr 9, 2019

    Reviewed & Revised:

    May 31, 2020

     

    Revision Control

    Version Number Nature of Change Date Approved

    1.0

    Initial version

    Apr 9, 2019

    1.1

    Update - Tomer S

    Mar 22, 2020

    1.2

    Update - Tomer S

    May 31, 2020

    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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