Primo MT CA01- RCA - December 12, 2021
Introduction
This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Primo MT CA01.
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.
Effected Products
Primo MT CA01
Event Timeline
Service interruption was experienced by Ex Libris customers served by the Primo MT CA01 instance at the Toronto Data Center between December 12, 2021 from 16:42 until 17:42 Toronto time.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
After a compute hardware failure, the virtual migration process encountered problems.
Ex Libris cloud engineers resolved the issue by manually migrating the impacted machines to an alternative hardware.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
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Migration procedures automation will be reviewed and if needed enhanced to better handle future hardware failures
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/
These updates are automatically sent as emails to registered customers.