Introduction

This document serves as a Root Cause Analysis for the Pivot service interruption experienced by Ex Libris customers on January 11, 2025.

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

Intermediate service interruptions were experienced by Ex Libris customers served by Pivot during the following time period:

January 11 from 10:12 AM until 10:34 AM US Pacific time.

During the event the service was not available.

Root Cause Analysis

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

As part of our ongoing effort to keep our private cloud available, stabled and secured, we migrated the application into a new storage device.

Due to a misconfiguration during this activity, the offsite backup process got stuck and created this issue.

The configuration was restored and the issue is now resolved.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• Procedure was refined to ensure all snapshot processes on the Sybase database are paused or rescheduled during planned activities.

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/

These updates are automatically sent as emails to registered customers.