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    Primo APAC TC RCA September 15 2014

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on September 15, 2014.


    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 Primo APAC Data Center  during the following hours: 

    September 15, from 07:20 AM to 10:18 AM Singapore time.


    During the event, the service was unavailable for the environment.

    Root Cause Analysis

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

    A human error causing a misconfiguration on the environment Data Base ended in service interaction.

    Technical Action Items and Preventive Measures

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

    • Once identified, ExLibris engineers corrected the problem and service was resumed.
    • As a result of the activity and to prevent additional cases the technical “work procedure” documents have been updated as well as the “change management” documents.

    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: