Primo MT APAC01 RCA September 30 2015

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on September 30, 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 Primo MT APAC01 instance at the APAC Data Center during the following hours: 

September 30, 2015 from 05:46 pm until 06:25 pm 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:

Infrastructure issues related to login functionalities caused the service for the environment to
be unavailable.

Technical Action Items and Preventive Measures

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

• Ex Libris R&D is at a development stage of a new login enhancement. Implementation
  of the new mechanism is planned for the last quarter of 2015.

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/