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    Primo Uptime Report for Primo Central - Q3 2018

    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 Oct 2017 - Sept 2018 is 99.84%

    The uptime measured on a rolling 3 month basis July 2018 - Sept 2018 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 Q3 2018


    Start time


    End time




    July 5, 2018

    7:49 AM

    7:59 AM

    10 min.

    During Primo Central July release software upgrade, when five Search Engine servers were getting the new software version, the Extended Content Verification (ECV) identified that no results are returned from Primo Central. As a result, it took all Primo Central Front Ends servers out of the load balancer which cause a service unavailability for all Primo environments. After 10 minutes the ECV identified that results are returned and returned all Primo Central Front Ends servers back to the Load Balancer.

    Scheduled downtimes during maintenance windows in Q3 2018

    Start Date

    Start Time


    End Time


    Duration (Minutes)






    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q4 2017 17
    Q1 2018 792
    Q2 2018 0
    Q3 2018 10


    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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