Primo MT NA05 RCA - June 19, 2018

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on June 19, 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

Service interruption was experienced by Ex Libris customers served by the Primo MT NA05 instance at the North America Data Center during the following hours: 

June 19, 2018 from 10:05 AM until 10:25 AM 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:

A hardware failure in one of our computer units caused a service disruption.
Normally, a failed computing element should not cause a disturbance in the service.
After an investigation, we discovered a bug in the virtualization management system that placed identical virtual logical units on the same computing element.

Technical Action Items and Preventive Measures

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

• Fix the bug in the virtualization management system
• A new monitor that will verify correct resource allocation within environment will be created
• Audit of all our install base to make sure no other environment will encounter the same issue
• Investigate the hardware failure with our computing supplier

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/