Primo MT EU01 - RCA - November 21, 2016

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on November 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 MT EU01 instance at the Europe Data Center during the following hours: 

November 21, 2016 from 1:38 PM until 1:56 PM Amsterdam time zone

Event was identified by the 24x7 monitoring. 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:

Ex Libiris engineers had identified a code defect to be the cause of the outage. The code defect caused the system resources to be exceeded and the system became unavailable. 

Technical Action Items and Preventive Measures

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

1. The code correction for this software defect will be implemented on the February release.
2. Ex Libris had expanded the hardware resources available to the environment. The additional hardware will minimize the potential for outage until code correction will be applied.
3. Enhanced monitoring had been added to identify the situation for which the defect is triggered on and allow preventive actions to take place.

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.

Publication History