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    Pivot - RCA - November 28, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Pivot service interruption experienced by Ex Libris customers on November 28th, 2018

    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 served by Pivot instance at the European Data Center during the following hours:

    November 28th , 2018 from 8:28 AM until 9:01 AM Pacific time.

    During the event, the following services were unavilable:

    • Pivot: profile search (the rest of Pivot was unaffected)

     

    Root Cause Analysis

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

    Our external network provider performed an update on their network which resulted in routing issues in their network.  
    Once this issue was discovered, the network provider made the necessary configuration change and service was restored 

     

    Technical Action Items and Preventive Measures

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

     

    Although Ex Libris has redundancy built into the systems, internet service provider related issues are rare and unavoidable and cannot be resolved by Ex Libris.  In this case there was nothing Ex Libris could have done to mitigate this event other than to alert the service provider. 

     

     

    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.

    Publication History

    Date Publication History
    December 13, 2018 Initial Publication

     

     

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