Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on January 14 and 15, 2015.

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 North America Data Center during the following hours: 

January 14th – From 8:15AM Until 8:51AM Chicago time zone.
January 15h – From 8:18AM Until 8:30AM Chicago time zone.
And From 8:57 AM Until 9:24 AM Chicago time zone.

During the event, the service was unavailable for the environments.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

An infrastructure configuration error has been identified to cause the downtime. The infrastructure configuration error has caused the server on which the application resides on to crash resulting in effecting the service.

Technical Action Items and Preventive Measures

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

• The work procedures that have been used to set the infrastructure configuration have been reviewed and updated to include additional required verification.
• The testing suite that is related to such infrastructure configurations had been reviewed and updated and extended to include additional functions and services.

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/