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    Primo Uptime Report for Primo MT NA04 Instance (North America) - Q2 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 July 2016 - June 2017 is 99.922%

    The Primo uptime measured on a rolling 3 month basis April 2017 - June 2017 is 99.703%


    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 Q2 2017


    Start time


    End time




    April 10, 2017 12:34 AM 12:58 AM 24 A network device failure occurred in the backbone infrastructure of the Chicago data center.  During this failure, the automatic switchover to the redundant switch did not work as expected, which caused interruptions to production traffic flow that resulted in an outage.
    As a first remedy, ExLibris engineers verified that all traffic will be routed through the redundant switch.
    As a permanent solution, Ex Libris engineers worked with the vendor’s support team to replace a failed device and verify that the redundancy mode operates as expected.
    May 13, 2017 2:57 PM 8:54 PM 357

    A rare and complex network issue resulted in a network traffic routing issue which caused a failure in our backbone infrastructure.

    Due to the uniqueness and complexity of the problem, it required Ex Libris and Cisco engineers to conduct a thorough analysis of the 
    entire network environment in order to determine the root cause of the failure. 
    Ex Libris engineers had to do manual intervention that included system restart to ensure that both the network and applications were functioning properly.

    Scheduled downtimes during maintenance windows in Q2 2017

    Start Date

    Start Time


    End Time


    Duration (Minutes)






    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2017 381

    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.