Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  June 28 and July 4, 2018

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

Intermediate service interruptions were experienced by Ex Libris customers served by the Primo TC EU00 instance at our European Data Center during the following time period:

June 28th, 2018 from 7:58 AM until 8:12 AM Amsterdam time.

July 4th, 2018 from 18:24 PM until 18:38 PM and from 19:02 PM until 19:12 PM.

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:

The Ex Libris security monitoring systems identified a new traffic pattern from China that caused a load on the network.

Ex Libris engineers blocked the traffic and the environment was restored to full functionality.
 

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 security systems and engineers continue to monitor and analyze all network traffic for unusual activity and block traffic as needed.

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.

Publication History