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

    Primo Uptime Report for Primo MT AP01 Instance (APAC) - Q2 2020

    1. Last updated
    2. Save as PDF

    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 July 2019 - June 2020 is 99.95%

    The uptime measured on a rolling 3 month basis April 2020 - June 2020 is 99.88%

     

    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

     

    clipboard_ee4081b77a88e8780c90ae1c387ae1c94.png

     

    Unscheduled downtime incidents in Q2 2020 

    Date

    Start time

     [SGT]

    End time

    [SGT]

    Duration
    (minutes)

    Description
    May 06, 2020 11:41 AM 02:17 PM 216

    During a scheduled maintenance to Primo Central that included a software update, the Singapore Data Center traffic failed to switch to the active Primo Central system.
    This started causing lack of Primo Central results until the Primo Central SP installation finished.
    Due to the unavailability at that time, the Primo FE's accumulated a significant amount of pending search requests that overloaded the Primo Front end machines and as a result , the local search results were partial.

    To solve that, we conducted a full Environment restart – during that the local search results were missing until the process ended successfully.

    Scheduled downtimes during maintenance windows in Q2 2020

    Start Date

    Start Time

    [SGT]

    End Time

    [SGT]

    Duration (Minutes)
    April 05, 2020 12:11 AM  02:11 AM 120
    May 31, 2020 12:21 AM 08:18 AM 477


    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)
    Q3 2019 0
    Q4 2019 0
    Q1 2020  60
    Q2 2020 216

     

    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.