Primo MT EU Data Center RCA March 23 2015

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 23, 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: 

March 23, 2015 from 14:20 until 14:49 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:

An infrastructure configuration error has been identified to cause the downtime. The infrastructure configuration error has caused the Load Balancer component to block the requests coming into the system as they were identified with an invalid IP.

Technical Action Items and Preventive Measures

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

• Once identified, the reconfiguration was immediately reverted to resolve the issue.
• Changes were done to the Load Balancer configuration tool to prevent an ability to perform activities of this nature.
• The work procedures that have been used to set the infrastructure configuration have been reviewed and updated to include additional required verification.

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/