Primo TC APAC02 - RCA - June 17 and 21,2016

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on June 17 and 21, 2016.

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 TC02 instance at the APAC Data Center during the following hours: 

June 17, 2016 from 7:42 AM until 8:59 AM Singapore Time Zone

June 21, 2016 from 4:20 PM until 4:36 PM Singapore Time Zone

During the event, the service was slow and became unavailable for the environment.

Root Cause Analysis

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

There has been communication disturbance identified with the database host to the network. This communication disturbance seems to be related to a defect in the firmware version.

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, the database was migrated to a new hardware device, that holds an upgraded firmware version that does not hold the defect identified.

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/