Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  September 13, 2024

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 EU01, EU03, EU04, EU05, TC EU00 and TC EU04 (ICC) instances at our European Data Center during the following time period:

September 13, 2024 from 05:26 AM until 06:30 AM Amsterdam time.

During the event, Service was unavailable for the environments.

Root Cause Analysis

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

During a non-disruptive maintenance job performed by our data center provider, an old switch was inadvertently reconnected due to a misconfiguration. This caused a network failure when power was restored, as both the old switch and the new router attempted to function simultaneously. The issue was resolved by disconnecting the old switch.

Technical Action Items and Preventive Measures

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

• The procedure was updated to ensure all switches are properly decommissioned and disconnected after being replaced by routers.

• A cross-data center verification was conducted to confirm that no old switches remain connected to the system.

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.