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    Primo North America Data Center- RCA - March 3, 2019


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on March 3rd, 2019.
    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: 

    March 3, 2019 from 7:56 AM until 8:40 AM CST time

    During the event, we had a network access instability, no data was impacted.

    Root Cause Analysis

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

    Due to a malfunction in the Firewall management system, wrong configurations were sent to the firewall device that handle the customer traffic.
    Ex Libris engineers rolled back the configurations to restore 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:

    • Ex Libris engineers rolled back the configurations to restore the service.
    • Ex Libris engineers continue to work with the vendor to find a solution to the management system malfunction
    • Ex Libris engineers updated workflows to work around the issue until a permanent fix will be found


    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
    March 12, 2019 Initial Publication
    April 23, 2019 Updated date