• # Primo Uptime Report for Primo TC APAC02 Instance (APAC) – Q2 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 TC APAC02 in APAC.

The uptime measured on a rolling 12 month basis July 2020 - June 2021  is 99.99%

The uptime measured on a rolling 3 month basis April 2021 - June 2021  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: http://status.exlibrisgroup.com

## Unscheduled downtime incidents in Q2 2021

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

June 02, 2021 14:58 PM 15:20 PM 22

Due to a malfunction in one of our data center network infrastructure components,  we have lost network connection.

Although we have a redundant infrastructure, the automatic failover process failed, and our engineers had to run it manually in order to bring the network back up.

June 03, 2021 10:07 AM 10:44 AM 23

## Scheduled downtimes during maintenance windows in Q2 2021

Start Date

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

April  25, 2021 03:49 AM 04:10 AM 21
June 12, 2021 11:16 PM 11:40 PM 24

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q3 2020 37
Q4 2020 0
Q1 2021 0
Q2 2021 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

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.)