Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Primo MT APAC03 instance

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 APAC03 instance at the Singapore Data Center between November 7, 2021 from 05:23 until 12:34 Singapore time.

During this time frame the service was partially available due to sporadic errors on the effected products

Root Cause Analysis

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

The outage was caused due to technical issues in the Service Pack Automation process. Once the root cause was

Identified the engineers recovered and the Service Pack completed.

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 engineers recovered the system back to full functionality
• The Automation process is being reviewed and relevant improvements will be deployed to avoid reoccurrence of such issues
• Continuation of the November Service Pack process was scheduled later that day

Customer Communication

Ex Libris 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/

These updates are automatically sent as emails to registered customers.