Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    Primo Uptime Report for Primo TC NA12 Instance (North America) - Q2 2020

    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 Service Level Agreement.


    This document details the uptime report for the Primo TC NA12 in North America.


    The uptime measured on a rolling 12 month basis July 2019 - June 2020  is 99.99%

    The uptime measured on a rolling 3 month basis April 2020 - June 2020  is 99.97%


    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 2020


    Start time


    End time




    May 29, 2020  11:40 PM 12:25 AM 45 During the scheduled indexing process the application consumed all of its pre-allocated memory resulted in a service disruption.
    This has been resolved by restarting the application.

    Scheduled downtimes during maintenance windows in Q2 2020

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    May 03, 2020 07:41 AM 07:57 AM 16
    May 17, 2020 12:42 AM 03:23 AM 161

    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q3 2019 0
    Q4 2019 0
    Q1 2020 0
    Q2 2020 45


    How is Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the 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.

    • Was this article helpful?