• # Primo Uptime Report for Primo MT AP01 Instance (APAC) - Q2 2016

Primo Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Service Level Agreement.

This document details the uptime report for the Primo MT APAC01 in APAC.

The Primo uptime measured on a rolling 12 month basis July 2015 - June 2016 is 99.93%

The Primo uptime measured on a rolling 3 month basis April 2016 - June 2016 is 99.80%

Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com

## Unscheduled downtime incidents in Q2 2016

Date

Start time

(SGT)

End time

(SGT)

Duration
(minutes)

Description

April 03, 2016 09:40 AM 11:40 AM 120

Ex Libris engineers found that the issue was caused by a high amount of packet loss on the Firewall. The issue was triggered after a firmware upgrade of the firewall and the packet loss had been identified as a mismatch between a configuration and the license on the firewall. The issue was resolved by removal of the problematic configuration.

April 03, 2016 02:20 PM 04:40 PM 140

## Scheduled downtimes during maintenance windows in Q2 2016

Start Date

Start Time

(SGT)

End Time

(SGT)

Duration (Minutes)

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q3 2015 78
Q4 2015 0

Q1 2016

0

Q2 2016 260

## How is Primo Uptime Calculated?

The uptime calculation is based on the following calculation (as defined in the Alma Service Level Agreement):

"Uptime" means the total period in minutes during which the Service is available for access and use during this period.

Uptime Percentage” means Uptime expressed as a percentage, calculated in accordance with the following formula:

Uptime Percentage = X /(Y–Z) × 100

Where:

X = Uptime

Y = Last 12 months period

Z = The duration (in minutes) of any SLA Exclusions* during these 12 months

*SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)