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    Primo Uptime Report for Primo Central - Q1 2018

    Primo 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 Primo Service Level Agreement.


    The uptime measured on a rolling 12 month basis April 2017 - March 2018 is 99.76%

    The uptime measured on a rolling 3 month basis Jan 2018 - March 2018 is 99.39%


    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:




    Unscheduled downtime incidents in Q1 2018


    Start time


    End time




    January 16, 2018 15:15 PM 18:15 PM 180

    A malfunction in one of the database components, caused a rare and unique situation in one of the management nodes.
    As a result the database stopped functioning.

    This required restart of the relevant components.

    February 02, 2018 14:59 PM 01:11 AM 612

    Due to a malfunction in the configuration tables update, two tables were updated with invalid values (null).

    As a result, any query against these tables got stuck until there was no thread left in the pool to serve the end user searches.

    Identifying the cause of the issue was complicated because there were many different symptoms that caused different components of the system to behave incorrectly. In addition, during the course of the event, the thread pool was cleared and the system recovered and provided service – until the thread pool filled up once again and the service was unavailable. This behavior made us believe during the event that we had fixed the problem, although after a short period of time, we understood that we had solved only the symptoms and not the root cause.

    Scheduled downtimes during maintenance windows in  Q1 2018

    Start Date

    Start Time


    End Time


    Duration (Minutes)






    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2017 450
    Q3 2017 0
    Q4 2017 17
    Q1 2018 792


    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    


      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.

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