Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on December 23, 2015

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the APAC MT and TC  instance at the APAC Data Center during the following hours: 

December 23, 2015 from 12:43 PM until 06:00 PM Singapore Time

During the event, Primo Central was not available at times - causing slowness and data unavailability.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

Our Internet provider aggregator encountered issues with 2 of its providers in APAC.Those issues caused high amount of packet loss from our DC in Singapore to our DC in NA that holds Primo Central

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• As an immediate solution, Exlibris has collaborated withwith the Internet provider aggregator to bypass problematic providers and change the route to a more reliable one.
• Changes were made in our Primo environments network configurations in order to bypass potential problematic connection lines in the future.

Customer Communication

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/