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    Primo TC EU00 - RCA - March 8, 2017

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 8, 2017.

    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 EU00 instance at the Europe Data Center during the following hours: 

    March 8, 2017  from 3:38 PM until 3:59 PM Central European Time.


    Event was identified by the 24x7 monitoring. During the event the environment was  unavailable.

    Root Cause Analysis

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

    Due to extreme load on our system and configuration which was not optimized to handle this load without impact the entire environment, we had outage of the service.

    Technical Action Items and Preventive Measures

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

    • Optimization of the configuration had been performed by Ex Libris engineers to ensure that the environment will not be impacted by a extreme load .

    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:

    These updates are automatically sent as emails to registered customers.



    Publication History

    Date Publication History
    March 26, 2017 Initial publication