Primo Uptime Report for Primo TC APAC02 Instance (APAC) – Q4 2019
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 January 2019 - December 2019 is 99.977%
The uptime measured on a rolling 3 month basis October 2019- December 2019 is 99.910%
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 2019
|
Date |
Start time [SGT] |
End time [SGT] |
Duration |
Description |
|---|---|---|---|---|
| October 30, 2019 | 09:06 PM | 09:15 PM | 9 | |
| November 02, 2019 | 06:58 PM | 07:31 PM | 33 |
Analyzing the event, Ex Libris engineers have identified a sophisticated Denial of Service (DoS) attempt, utilizing a specific pattern resulting in a high load on the environment which eventually caused a service disruption. Ex Libris engineers have blocked this pattern. |
| November 26, 2019 | 08:28 PM | 09:02 PM | 35 | The Ex Libris monitoring systems identified a specific unusual usage patterns that caused high load on the environment, at two different times that eventually ended in service disruption. Ex Libris engineers identified and blocked specific patterns and performed a restart to part of the environment components to bring it back to full functionality. |
| November 27, 2019 | 02:21 PM | 02:52 PM | 32 |
Scheduled downtimes during maintenance windows in Q4 2019
|
Start Date |
Start Time [SGT] |
End Time [SGT] |
Duration (Minutes) |
|---|---|---|---|
| November 17, 2019 | 12:47 AM | 01:02 AM | 15 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2019 | 0 |
| Q2 2019 | 0 |
| Q3 2019 | 0 |
| Q4 2019 | 109 |
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.