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    Primo Uptime Report for Primo MT EU01 Instance (Europe) – Q1 2016

    Primo Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured 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 EU01 in Europe.


    The Primo uptime measured on a rolling 12 month basis April 2015 - March 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:



    Unscheduled downtime incidents in Q1 2016


    Start time


    End time




    February 25, 2016 10:38 AM 11:09 AM 31

    Ex Libris engineers had identified a “Denial of Service (DoS)" attack that had been directed to a specific function in the system. Previous DoS attacks had been directed to searches – and several code changes were done to prevent that from happening. This new type of attack has not been identified before.

    March 9, 2016 5:38 PM 7:02 PM 14
    March 9 , 2016 8:09 PM 8:59 PM 50
    March 9 , 2016 10:09 PM 11:41 PM 92

    Scheduled maintenance during maintenance windows in Q1 2016

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    January 17, 2016 01:00 AM 03:53 AM 173
    February 14, 2016 02:00 AM 06:00 AM 240


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2015


    Q3 2015 0
    Q4 2015 113
    Q1 2016 197


    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    


      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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