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    Primo Uptime Report for Primo TC EU00 Instance (Europe) – Q1 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 TC EU00 in Europe.


    The Primo uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.99%

    The Primo uptime measured on a rolling 3 month basis January 2017 - March 2017 is 99.96%



    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 2017


    Start time


    End time




    January 2, 2017 7:05 PM 7:16 PM 11


    We experienced a simultaneous network device failure on our backbone infrastructure.
    As a result of this failure, a failover to the adjacent redundant network device took place.
    Due to a network component configuration setup the failover took longer than expected and caused the system disruption.
    January 3, 2017 10:37 AM 10:42 AM 5
    February 28, 2017 10:18 AM 10:56 AM 12 We experienced a network device failure on our backbone infrastructure.
    The outage was due to hardware problem that caused interruptions to production traffic flow in our datacenter network – due to the short intermediate interruptions (2-3 minutes), full failover process to redundant devices was not initiated.
    To resolve the issue Ex Libris engineers worked with the vendor support to replace the device.
    March 8, 2017 3:38 PM 3:59 PM 21 Due to extreme load on our system and configuration which was not optimized to handle this load without impact the entire environment, we had outage of the service.

    Scheduled downtimes during maintenance windows in Q1 2017

    Start Date

    Start Time


    End Time


    Duration (Minutes)






    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2016 12
    Q3 2016 0
    Q4 2016 0
    Q1 2017 49


    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.