• # Primo Uptime Report for Primo Central - Q4 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 January 2019 - December 2019 is 99.98%

The uptime measured on a rolling 3 month basis October 2019 - December 2019 is 99.96%

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 Q4 2019

Date

Start time

[UTC]

End time

[UTC]

Duration
(minutes)

Description

October 15, 2019 11:31 AM 11:59 AM 28 During Primo Central weekly cycle, Ex Libris engineers encounter a bug in the FE (Front End) restart process that caused disconnection of the FE from the database. This disconnection caused Primo Central FE’s not to return search results.
October 29, 2019 19:01 PM 19:24 PM 23 During the weekly cycle activity, PC became highly loaded and as a result the Front Ends did not return search results.
The root cause is related to the time the weekly cycle was executed which was highly loaded and caused a non-responsive system.

## Scheduled downtimes during maintenance windows in Q4 2019

Start Date

Start Time

[UTC]

End Time

[UTC]

Duration (Minutes)

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q1 2019 44
Q2 2019 32
Q3 2019 0
Q4 2019 51

## 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.)