• Primo Uptime Report for Primo MT AP03 Instance (APAC) - Q2 2017

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 Primo Service Level Agreement.

This document details the uptime report for the Primo MT APAC03 in APAC.

The Primo uptime measured on a rolling 12 month basis July 2016 - June 2017 is 99.958%

The Primo uptime measured on a rolling 3 month basis April 2017 - June 2017 is 99.83%

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 2017

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

April 7, 2017 12:18  PM 3:42 PM 224

During an urgent and unexpected maintenance activity to replace a redundant network switch, a malfunction was triggered and caused both switches to fail.

Cisco has confirmed that this malfunction is the result of a bug.

The malfunction caused a network outage in the switch, which serves all server connections to the network, including

to the central storage server in the Ex Libris Singapore data center.

Manual intervention by Ex Libris engineers was needed and included a system restart and validation that both network and applications were functioning properly.

Scheduled downtimes during maintenance windows in Q2 2017

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)

Q2 2017 224

How is 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.)