• # Primo Uptime Report for Primo MT AP01 Instance (APAC) - Q4 2021

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 MT APAC01 in APAC.

The uptime measured on a rolling 12 month basis January 2021 - December 2021 is 99.97%

The uptime measured on a rolling 3 month basis October 2021 - December 2021 is 99.91%

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: http://status.exlibrisgroup.com

## Unscheduled downtime incidents in Q4 2021

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

October 01, 2021 05:20 AM 06:17 AM 57

A service disruption was experienced due to a problem with the APAC Datacenter ISP.

Ex Libris cloud engineers worked closely with the ISP and followed up with him until the issue was resolved.

December 20, 2021 12:44 PM 14:09 PM 85

Due to a malfunction in one of the network devices, our services from the Singapore datacenter become unavailable for customers.

Once the issue was identified, we enabled the redundant network device to bring the service back up.

## Scheduled downtimes during maintenance windows in Q4 2021

Start Date

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

November 14, 2021 01:48 AM 02:16 AM 28
December 26, 2021 01:27 AM 01:49 AM 22

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q1 2021 0
Q2 2021 45
Q3 2021 0
Q4 2021 142

## 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

Where:

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.)