Introduction

This document serves as a Root Cause Analysis for the CDI service interruption experienced by Ex Libris customers on August 15, 2024

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.

Effected Products

Summon / CDI

Event Timeline

Service disruption was experienced by Ex Libris CDI/Summon customers during the following timeframe: 

August 15, 2024 from 16:23 until 16:42 Seattle time.

August 20, 2024 from 7:58 until 8:03 Seattle time.

August 27, 2024 from 7:54 8:10 Seattle time.

During the event, the services were unavailable.

Root Cause Analysis

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

During a standard non-disruptive software patching activity, in which some capacity was unavailable, increased load on the available systems has created a service impacting performance issue in one of the CDI applications. This issue required a restart of the application on the affected systems, after which performance returned to normal.

Technical Action Items and Preventive Measures

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

• The R&D team is actively working on a long-term solution to minimize the impact of these requests on the APIs, with the goal of implementing it by the next releases of September and October.

• Additional performance testing will be performed on the affected application to identify and address any issues, ensuring optimal performance.

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.