Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 31, 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 TC EU instance at the Europe Data Center during the following hours: 

January 31, 2015 from 6:54PM until 07:11PM 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 hardware failure problem has been identified to cause the downtime. A failure of the server on which the application resides caused the application to be unavailable.

Technical Action Items and Preventive Measures

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

• An upgrade to the hardware of the environment is taking place. The upgrade has been tested on other environments and had been identified to prevent the failure as the one experienced in this event.
• Ex Libris’ development team created a 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.

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/