Primo MT NA Data Center RCA March 20 2015

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 20, 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: 

March 20th – From 2:55PM Until 4:55PM Chicago time zone.

During the event, the service was unavailable for the environments or very slow.

Root Cause Analysis

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

One of the search engines that is being used to server the results have suffered a high load.

Technical Action Items and Preventive Measures

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

• Once identified, a restart of the search engine took place – which has resolved the issue immediately.
• A maintenance activity is planned to take place in the next maintenance window, which will include a hardware upgrade of the search engines.
• ExLibris monitoring had been enhanced to be able to identify possible load increases in order to prevent an impact on service.

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/