Primo Uptime Report for Central Discovery Index - Q1 2021
Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Service Level Agreement.
The uptime measured on a rolling 12 month basis April 2020 - March 2021 is 99.91%
The uptime measured on a rolling 3 month basis January 2021 - March 2021 is 99.82%
Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com
Unscheduled downtime incidents in Q1 2021
|
Date |
Start time [UTC] |
End time [UTC] |
Duration |
Description |
|---|---|---|---|---|
| January 14, 2021 | 14:11 PM | 15:26 PM | 75 |
A routine application configuration deployment process caused high CPU consumption, this leads to intermittent disruption in the service. |
| March 18, 2021 | 06:03 AM | 08:35 PM | 152 | Exlibris engineers found a misconfiguration on the network device that prevented the environment to access Primo Central in Europe. As an immediate solution, the engineers forwarded the environment's traffic to the NA PC environment so that they could fix the network device's configurations while the customers can continue working. In addition, the local firewall was misconfigured with the CDI GW requirements for some APAC customers; the Implementation and Support teams worked with the customers to adjust the configuration per the requirements. |
Scheduled downtimes during maintenance windows in Q1 2021
|
Start Date |
Start Time [UTC] |
End Time [UTC] |
Duration (Minutes) |
|---|---|---|---|
Total unscheduled downtime minutes during the past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2020 | 9 |
| Q3 2020 | 231 |
| Q4 2020 | 0 |
| Q1 2021 | 227 |
How is Uptime Calculated?
The uptime calculation is based on the following calculation (as defined in the Service Level Agreement):
"Uptime" means the total period in minutes during which the Service is available for access and use during this period.
“Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:
Uptime Percentage = X /(Y–Z) × 100
Where:
X = Uptime
Y = Last 12 months period
Z = The duration (in minutes) of any SLA Exclusions* during these 12 months
*SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)
Further Information
If you have any queries on the information within this report please contact Ex Libris through your usual channel.