Primo MT EU Data Center RCA April 27-28 2015

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on April 27-28, 2015.

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 Europe Data Center during the following hours: 

April 27, 2015 from 3:28PM until 5:37PM Central European Time (CET).
April 28, 2015 from12:12PM until 12:54PM Central European Time (CET).
April 28, 2015 from 6:55PM until 7:04PM Central European Time (CET).

During the event, the service was unavailable for customers on the European Multi Tenant environment.

Root Cause Analysis

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

A memory pool setting was identified to be no sufficient in situation of peak use of the environment that coincided with a “HotSwap” activity within the index Process.

Technical Action Items and Preventive Measures

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

• Memory pool had been increased to allow the application to manage the peak usage requests better.

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/