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    Primo Uptime Report for Primo TC EU00 Instance (Europe) – 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 TC EU00 in Europe.


    The Primo uptime measured on a rolling 12 month basis July 2015 - June 2016 is 99.97%

    The Primo uptime measured on a rolling 3 month basis April 2016 - June 2016 is 99.99%



    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 Q2 2016


    Start time


    End time




    May 19, 2016 06:44 PM 06:56 PM 12

    A large ISP provider providing Internet access to a local ISP suffered routing problems that had caused connectivity issues impacting the entire Amsterdam datacenter.

    Issue had been resolved by the large ISP provider without Ex Libris involvement.

    Scheduled downtimes during maintenance windows in Q2 2016

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q3 2015


    Q4 2015 44
    Q1 2016 0
    Q2 2016 12


    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.