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    Primo MT NA Data Center RCA July 23-24 2015

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on July 23 and 24 , 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: 

    July 23rd from 1:10PM Until 3:10PM Chicago time zone
    During that time, there was slowness experienced.

     

    July 24th – From 2:19PM Until 2:25 PM Chicago time zone
    During the event, Primo environment was not accessible.

     

    July 24th – From 2:30PM Until 2:55 PM Chicago time zone
    During that time, there was slowness experienced.

    Root Cause Analysis

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

    Ex Libris Engineers investigated this event and determine the root cause is related to a 'database connection pool' that is used by the application server.
    Some of the connection in the pool got into unusable state causing database requests to be failed.

    Technical Action Items and Preventive Measures

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

    • The defects are planned to be fixed in the next release.
    • Specific monitoring process has been added to allow identifying the specific situations and be able to resolve them quickly.

    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/