Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on February 9 and 10 and 11, 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: 

February 9, 2015 from 16:05 until 17:28 Central European Time (CET).
February 10, 2015 from 13:35 until 18:00 CET.
February 11, 2015 from 18:20 until 18:31 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:

The datacenter suffered a capacity problem which led to a degradation in service during peak periods of usage.

Technical Action Items and Preventive Measures

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

• To resolve the degradation in service, we carried out a resizing of the environment. The resizing also required us to carry out a full index.
• To enable the datacenter to improve response time, we added a further server to process the incoming requests from end-users.
• We enhanced the monitoring system to help us identify and resolve potential capacity issues that might lead to degradations in service.

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/