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    Primo Uptime Report for Primo TC EU00 Instance (Europe) – Q4 2015

    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. As the TC EU00 instance has been live since April 2015, calculations for this report were made for the period of the last 9 months


    This document details the uptime report for the Primo TC EU00 in Europe.


    The Primo uptime measured on a rolling 9 month basis April 2015 - December 2015 is 99.91%



    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:



    Unscheduled downtime incidents in Q4 2015 (lasting over 20 minutes):


    Start time


    End time




    October 05, 2015 11:04 AM 11:40 AM 36

    An unexpected load on search engines and on the Front Ends took place. The extensive load on the system elements caused slowness and in extreme cases caused the system to build a high queue that prevented it entirely from operating.

    Scheduled downtimes during maintenance windows in Q4 2015

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    October 08, 2015 10:00 PM 11:30 PM 90
    November 08, 2015 12:00 AM 03:55 AM 235
    November 28, 2015 10:30 PM 02:12 AM 222


    Total unscheduled downtime minutes during past 9 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2015


    Q3 2015


    Q4 2015



    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    


      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.)


    Further Information

    If you have any queries on the information within this report please contact Ex Libris through your usual channel.

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