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    Primo MT EU01 - RCA - September 6 and 7, 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 Sep 6th and 7th, 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: 

     

    September 6, 2016 from 12:52PM until 12:59AM Amsterdam Time Zone

    September 7, 2016 from 4:47PM until 4:57PM  Amsterdam 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 code defect was identified. This code defect causes a memory leak and impacts the availability of the environment

    Technical Action Items and Preventive Measures

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

    • As an immediate and temporary solution resources were added to the environment. the addition of resources should prevent reoccurrence of the issue identified.
    • A code correction is being worked on and will be deployed in the next releases.

    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/

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