Primo MT NA04 RCA - January 18, 2020

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 18, 2020.

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 NA04 instance at the North America Data Center during the following hours: 

January 18, 2020 from 12:08 PM until 14:03 PM Chicago timezone

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:

The cause of this failure is still under active investigation

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 are still investigating the root cause of this interruption

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/