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    Primo MT NA01/NA02/NA03/NA04- RCA - April 25, 2021


    This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on April 25, 2021.
    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 NA04 instances during the following hours: 

    April 25, 2021 from 02:55 AM until 03:37 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:

    During a standard activity within the NA maintenance window, one of our network devices boot with wrong configuration and caused instability in the network access to the environment. Once the issue has been noticed, Ex Libris engineers shut down the device to recover the environment and started to work with the vendor to bring it up with the correct configurations.


    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 worked according to the procedures with the vendor to fix the configurations

    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.