CDI RCA report - August 18, 2020

Introduction

This document serves as a Root Cause Analysis for the CDI service interruption experienced by Ex Libris customers on August 18, 2020

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 the CDI instance during the following hours: 

August 18, 2020 from 08:24 AM until 12:15 PM UTC time

During the event, the service was unavailable for the environment.

Root Cause Analysis

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

it was found that one of the Ex Libris cloud security systems incorrectly categorized (false positive) some of the legit network traffic as malicious and blocked it due to high and unusual load

Technical Action Items and Preventive Measures

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

• Cloud Engineers fine-tuned the security system configuration and tested it

• An additional procedure and monitoring have been set up to better identify such cases

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.