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    Primo VE EU00- RCA - January 3, 2019

    Introduction

    This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on January 3, 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 VE EU00 instance at our European Data Center during the following time period:

    - January 3rd, 2019 from 12:49 PM until 1:39 PM Amsterdam time
    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:

    As part of new procedure testing incorrect sequence of events was taken and resulted in environment down.

    Ex Libris engineers restarted the system to bring the environment 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 engineers restarted the system to bring the environment to full functionality
    • Ex Libris engineers did a full review on the procedure

     

    Customer Communication

    Ex Libris 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

    Date Publication History
    January 15, 2019 Initial Publication

     

     

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