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The Guide for System-Down Situations

  • Product: All products relevant
  • Product Version: All versions relevant

What should I do when I suspect a System Down is happening for one of my Ex Libris products?

Let's first describe what Ex Libris does to try to avoid System-Down situations. Ex Libris Development tests (QA) new releases extensively so most issues in the Product code are caught in early stages. Ex Libris Cloud department takes proactive maintenance steps to ensure the quality of our Data Centers. However, System Down issues can still appear, either due to issues that have not been caught in early stages, or due to external reasons (for example a new release of a major browser or security updates in HTTPS sites) and there is a team known as the 24x7 Hub, that is responsible for monitoring at all times the hosted environment for your products. In fact, they can see most of the System-Down issues and they aim to publish the information once they see an issue.

The list below describes what we advise to do after noticing a System-Down level issue:

1. Once a System-Down issue is been reported to you, make sure you can reproduce it, and you can confirm this looks like a System-Down.

2. Open the System Status Page and search for your environment, to see if the 24x7 Hub is already aware to this issue. Select your product and hosted environment name, and if you can read about the disruption. You may subscribe to the email notifications to be updated once the systems are working again normally. If nothing is published on the System Status Page, you may consult the community through the Product List Servs. Maybe other institutions can share more information with you and at least you would be able to confirm that this issue is known to other institutions as well. 

3. This is the step where you open the case at the 24x7 Hub. If the information given on the System Status Page is not complete to you, or if no information is given about the issue you are experience, there is a need for getting data from Ex Libris. Please choose the priority "System/Component Down" while opening the case through the Support Portal. It is very important to choose this priority because other priority options are not been monitored by the 24x7 Hub. Then describe the issue in a clear way so Ex Libris can reproduce quickly the issue, including providing credentials for a Test User if needed. Any information that may be related to the issue can be added to the case (for example having done specific changes right before the issue appeared).

4. If you need to report a System Down issue, but the Support Portal is unavailable to you, there are other channels you can use to contact the 24x7 Hub:

a. Send an email to 24x7hub@exlibrisgroup.com.

b. Call the 24x7 Hub +1-877-445-5693 (toll-free) and press 9 when prompted if you are in North America.

c. Call +972-2-649-5444 if you are located outside North America (International tolls may apply)

d. Other local or toll-free numbers available at: 24x7 Hub Contact Details

5. If the 24x7 Hub sees that the issue you reported is not considered as a major functionality affected, or if the issue is mostly solved but the product support still needs to investigate, they will send the case to the Product Support (for example Alma Tier2 Support Team). If the issue is completely solved, your case will be closed by the 24x7 Hub.

6. After the event, it is completely normal to ask what the cause of the issue was? and what was the solution Ex Libris applied? Please notice that the 24x7 Hub will publish a Root Cause Analysis (RCA) within 7 business days. Therefore, if your case is being set to status Resolved, it will not be turned to status Closed before these 7 business days, and you will be able to make sure the RCA is published while it is still possible to update and reopen the case. We do not update the cases that the RCA has been published but it is possible to add a comment to the case (or open a new case) if the RCA has not been published. The RCA reports are published to the Product Materials section in each product in the CKC. For example, see here the RCA reports for Primo.

 

 

 

 

 

 

 

  • Article last edited: 15-Jun-2020