Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on August 4, 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 Primo TC NA12 instance at the North America Data Center during the following hours: 

August 4, 2015 from 02:20 AM until 03:31 AM U.S Central Time.

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

Root Cause Analysis

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

An urgent update performed on the operating system of the environment’s database caused the service to be unavailable for the environment.

Technical Action Items and Preventive Measures

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

• The upgrade process procedure had been revised. The process had been changed to eliminate potential problems as experienced in this case.
• All Maintenance activities that have any potential of service impact had been moved to be performed only on the maintenance window.

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/