Primo VE NA05 - RCA – March 14, 2019

Introduction

This document serves as a Root Cause Analysis for the Primo VE  service interruption experienced by Ex Libris customers.

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 VE  NA05 instance at the North America Data Center during the following hours: 

March 14^th, 2019 from 04:45 AM until 06:02 AM CST 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:

While performing preventative maintenance, and doing continuous improvements to the environment,
a procedure with an incorrect step was executed causing a system down incident.
Ex Libris engineers restarted the entire environment to solve the problem.

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 restarted the entire environment to solve the problem.

• A new monitoring related to this preventative maintenance was added.

• The procedure related to this preventative maintenance was reviewed and updated to prevent reoccurrence in the future.

   

Customer Communication

Ex Libris 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/

These updates are automatically sent as emails to registered customers.

Publication History