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    Primo MT EU Data Center RCA January 22 2015

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 22, 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 Primo MT Europe Data Center during the following hours: 

    January 22, 2015 from 12:25PM until 12:54PM Amsterdam time zone.


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

    Root Cause Analysis

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

    An infrastructure configuration problem related to high load on the server has been identified to cause the downtime.

    Technical Action Items and Preventive Measures

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

    • Ex Libris’ development team improved the system monitoring alerts mechanism that alerts before the system reaches similar case. This allows us to handle similar issues before they may create system down event.
    • A specific infrastructure component that has been identified as the main cause of the load had been moved to another server to prevent impact on the environment.

    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: