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    Primo Total Care NA - RCA - August 25,2016

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on August 25, 2016


    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 NA instance at the North America Data Center during the following hours: 


    August 25, 2016 From 6:22 PM until 7:50 PM Chicago Time Zone


    During the event, the environment was very slow and became unavailable.

    Root Cause Analysis

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

    The issue had been caused by a hardware problem in one of the search engines. This was a short hardware problem that had a longer impact on the environment due to the continues use of the front ends of the problematic search engine.

    Technical Action Items and Preventive Measures

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

    We have improved the procedures and in cases we identify a problem as found here, the resolution will be faster than experienced in this case.

    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:

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