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    Primo TC APAC02 RCA November 10 2015

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on November 10, 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 TC APAC02 instance at the APAC Data Center during the following hours: 

    November 10, 2015 from 04:39 PM until 04:51 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:

    An extreme load had been experienced during the event. The extreme load had been caused by
    an extremely large usage from specific source.

    Technical Action Items and Preventive Measures

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

    • Monitoring changes were made to allow identifying the source of each extreme
      load.
    • Procedure changes were done to allow quick blocking of a source creating an
      extreme load.

    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/