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    Primo VE instances - RCA - July 5, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on  July 5th, 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 VE instances at our European Data Center during the following time period:

    July 5th, 2018 from 21:10 PM until 21:20 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:

    A large number of parallel planned activities caused a heavy load on the European Data Center central storage and resulted in a high latency time in the application.

    Ex Libris monitoring systems alerted in real time on the situation and Ex Libris engineers handled it immediately.

     

    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 will align the policy of parallel planned activities to eliminate such cases 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

    Date Publication History
    July 5, 2018 Initial Publication

     

     

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