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    Primo North America Data Center- RCA - April 10, 2017


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on April 10th, 2017.
    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 NA Data Center during the following hours: 

    April 10, 2017 from 12:34 AM until 12:58 AM Chicago time zone

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

    Root Cause Analysis

    Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

    A network device failure occurred in the backbone infrastructure of the Chicago data center.  During this failure, the automatic switchover to the redundant switch did not work as expected, which caused interruptions to production traffic flow that resulted in an outage.
    As a first remedy, ExLibris engineers verified that all traffic will be routed through the redundant switch.
    As a permanent solution, Ex Libris engineers worked with the vendor’s support team to replace a failed device and verify that the redundancy mode operates as expected.

    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 worked with the vendor to improve our redundancy capabilities in order to ensure smooth failover in similar cases.


    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    May 7, 2017 Initial Publicaiton