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    Primo Uptime Report for Primo MT NA02 Instance (North America) - 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 NA02 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 MT NA02 in North America.


    The uptime measured on a rolling 12 month basis April 2015 - December 2015 is 99.98 %.



    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:





    Major unscheduled downtime incidents in Q4 2015 (Lasting over 20 minutes):


    Start time


    End time




    October 21, 2015 02:55 PM 02:15 PM 20

    An unexpected load from known and un-known sources caused the system to receive extensive amount of calls, higher than expected.

    Scheduled downtimes during maintenance windows in Q4 2015

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    November 15, 2015 12:00 AM 04:00 AM 240
    November 28, 2015 11:00 PM 03:00 AM 240


    Total unscheduled downtime minutes during past 12 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 9 months period

      Z = The duration (in minutes) of any SLA Exclusions* during these 9 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.