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    Primo Uptime Report for Primo TC NA12 Instance (North America) - 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 TC NA12 in North America.


    The Primo uptime measured on a rolling 12 month basis April 2015 - March 2016 is 99.94%


    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 23, 2016 04:40 PM 06:00 PM 80 Ex Libris engineers found that the issue was caused by high amount packet loss on the Firewall. The packet loss had been identified to be related to a defect in the firewall version.
    February 23, 2016 08:55 PM 10:00 PM 65

    Scheduled maintenance during maintenance windows in Q1 2016

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    January 02, 2016 11:00 PM 03:00 AM 240
    February 07, 2016 02:00 AM 07:30 AM 330


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2015 0
    Q3 2015 122
    Q4 2015 63

    Q1 2016



    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.