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    Primo Uptime Report for Primo Central - Q1 2019

    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 2018 - March 2019 is 99.99%

    The uptime measured on a rolling 3 month basis January 2019 - March 2019 is 99.97%

     

    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

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    Unscheduled downtime incidents in Q1 2019

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

    March 03, 2019 07:56 AM 08:40 AM 44

    Due to a malfunction in the Firewall management system, wrong configurations were sent to the firewall device that handle the customer traffic.
    Ex Libris engineers rolled back the configurations to restore the service.

    Scheduled downtimes during maintenance windows in Q1 2019

    Start Date

    Start Time

    [UTC]

    End Time

    [UTC]

    Duration (Minutes)

    March 09, 2019 11:35 PM 12:10 AM 35

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 10
    Q4 2018 0
    Q1 2019 44

     

    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.

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