Primo Uptime Report for Primo MT AP03 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 APAC03 in APAC.
The uptime measured on a rolling 12 month basis January 2021 - December 2021 is 99.88%
The uptime measured on a rolling 3 month basis October 2021 - December 2021 is 99.57%
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 |
Description |
|---|---|---|---|---|
| October 01, 2021 | 05:20 PM | 06:17 PM | 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. |
| November 07, 2021 | 18:00 PM | 12:34 AM | 394 |
The outage was caused due to technical issues in the Service Pack Automation process. Once the root cause was Identified the engineers recovered and the Service Pack completed. |
| 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 06, 2021 | 17:07 PM | 18:00 PM | 53 |
| November 14, 2021 | 12:04 AM | 12:32 AM | 28 |
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 | 536 |
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.)
Further Information
If you have any queries on the information within this report please contact Ex Libris through your usual channel.