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    Primo APAC MT AP01- RCA - July 28, 2016

    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 July 28, 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 MT APAC01 instance at the APAC Data Center during the following hours: 

     

     

    July 28, 2016 From 12:07PM to 12:44 PM Singapore Time Zone

     

    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 DoS attack had been identified to have caused the issue. The DoS was different than the nature of previous attacks and thus required a different action to be taken.

    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 attack had been blocked immediatly by the Ex Libris engineers
    • Configuration changes in the firewall will prevent these behaviors from re-ocurring.

    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/