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    Primo MT NA01, NA02 - RCA - September 30, 2023


    This document serves as a Root Cause Analysis for the Primo MT NA01 and NA02 service interruption experienced by Ex Libris customers on September 30, 2023.
    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 and Primo MT NA02 instance during the following hours: 

    September 30, 2023 from 23:43 until October 1, 2023 01:17 AM 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:

    Due to a compute hardware failure, the virtual migration process encountered problems.

    Ex Libris cloud engineers resolved the issue by manually migrating the impacted machines to an alternative hardware.

    Technical Action Items and Preventive Measures

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

    • The Migration procedures automation will be reviewed and if needed enhanced to better handle future hardware failures.

    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.