Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  October 13, 2023

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 EU01, EU02, EU03, EU04, EU05, TC EU00 and TC EU04 instances at our European Data Center during the following time period:

October 13^st , 2023 from 04:37 AM until 06:31 AM Amsterdam time.

During the event, Service was unavailable for the environments.

Root Cause Analysis

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

A misaligned internal process caused a massive usage on the internet traffic which ended up in a service disruption.

Once the Exlibris engineers identified the issue the process capacity was limited and the service recovered.

Technical Action Items and Preventive Measures

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

• Our second internet line was utilized to prevent reoccurrence of this issue
• We monitoring of the process was improved.

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/

These updates are automatically sent as emails to registered customers.