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    Primo MT EU03 - RCA - February 28, 2022

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    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  February 28, 2022

     

    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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Primo MT EU03 instance at our European Data Center during the following time period:

    February 28, 2022 from 09:59 AM until 10:23  AM Amsterdam time.

    During the event, there was a service disruption.

    Root Cause Analysis

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

    A standard non-disruptive maintenance on the environment's DB failed and caused a service disruption.

    The issue was found in real time and resolved immediately by Ex Libris engineer.

     

    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 of this activity has been reviewed and improved to avoid recurrence of such disruption.

    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.