Introduction

This document serves as a Root Cause Analysis for the Primo MT NA01, NA02, NA03 and TCNA service interruption experienced by Ex Libris customers on June 30, 2022.
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 MT NA01, NA02, NA03 and TCNA instances during the following hours: 

June 30, 2022 from 16:48 until 21:54  CDT: During the event, the service was unavailable.

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

An emergency scheduled maintenance activity performed by the Internet Service Provider had an unexpected impact on the ISP’s main and redundancy lines resulting in an IP loss for the Chicago data center.

The on-site ISP's engineers worked to restore the service as quickly as possible.

Technical Action Items and Preventive Measures

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

ExLibris engineers are working to improve the redundancy line capabilities for this data center to prevent such a malfunction 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.