Primo TC EU00- RCA - September 1 , 2019

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  September 1, 2019

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 EU0o instance at our European Data Center during the following time period:

September 1^st, 2019 from 7:30 AM until 7:52 AM Amsterdam time zone

During the event, the service was unavailable the environment

Root Cause Analysis

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

Slowness in one of the application components caused performance issues, that affected searches in the environment.

This was a temporary slowness caused by external activity that took placed on the machine at the time.
Ex Libris engineers will make sure that such activities will not interfere the search performance in the future.

Technical Action Items and Preventive Measures

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

• The environment recovered itself.

• Ex Libris engineers will make sure that such activities will not interfere the search performance in the future.

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