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    Primo Uptime Report for Primo MT NA03 Instance (North America) - 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. As the Primo MT NA03 instance has been live since January 2016, calculations for this report were made for the period of the last 9 months.


    This document details the uptime report for the Primo MT NA03 in North America.


    The Primo uptime measured on a rolling 12 month basis April 2016 - March 2017 is 100%

    The Primo uptime measured on a rolling 3 month basis January 2017 - March 2017 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 Q1 2017


    Start time


    End time




    March 3, 2017 6:56 PM 7:09 PM 13

    Due to a network device software defect some of the network routing was not propagated and caused outage to part of our service.

    As immediate action Exlibris engineers initiated a failover to the adjacent redundant network device, and resolved the issue by reloading the device configuration

    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 0

    Q3 2016


    Q4 2016


    Q1 2017



    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.