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    Primo Uptime Report for Primo Central - Q1 2020

    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 2019 - March 2020 is 99.99%

    The uptime measured on a rolling 3 month basis January 2020 - March 2020 is 99.99%


    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 2020


    Start time


    End time




     January 08, 2020  10:50 AM 11:04 AM 14 New content that was loaded into Primo Central index cause slowness to the search response. As a preventive action and until the slowness issue was resolved Exlibris has reverted the index content and reduced some of the functionality such as snippets and citation trail retrieval to ease the system. After the index content was reverted and the slowness was resolved, Exlibris has turn on the reduced functionality. During this activity, due to lack of explanation of the steps order in the procedure, the Primo Central front end servers stopped serve the incoming traffic which cause a system down

    Scheduled downtimes during maintenance windows in Q1 2020

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2019 32
    Q3 2019 0
    Q4 2019 51
    Q1 2020 14


    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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