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    Primo Uptime Report for Primo TC NA12 Instance (North America) - Q3 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 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 Oct 2015 - Sept 2016 is 99.94%

    The Primo uptime measured on a rolling 3 month basis July 2016 - Sept 2016 is 99.93%


    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 Q3 2016


    Start time


    End time




    August 25, 2016




    The issue had been caused by a hardware problem in one of the search engines. This was a short hardware problem that had a longer impact on the environment due to the continues use of the front ends of the problematic search engine.

    Scheduled downtimes during maintenance windows in Q3 2016

    Start Date

    Start Time


    End Time


    Duration (Minutes)






    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q4 2015 49

    Q1 2016


    Q2 2016

    Q3 2016 88


    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.