Primo Uptime Report for Primo MT AP01 Instance (APAC) - Q3 2016
Primo 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 Primo Service Level Agreement.
This document details the uptime report for the Primo MT APAC01 in APAC.
The Primo uptime measured on a rolling 12 month basis Oct 2015 - Sept 2016 is 99.91%
The Primo uptime measured on a rolling 3 month basis July 2016 - Sept 2016 is 99.83%
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 Q3 2016
| Date | Start time [SGT] | End time [SGT] | Duration | Description |
|---|---|---|---|---|
| July 26, 2016 | 00:23 | 01:05 | 42 | A network problem was identified by Ex Libris engineers. The problem was related to an ISP provider (Internet Service Provider) problem. After researching the problem with the relevant vendors, Ex Libris engineers identified that planned work done by the Data Center vendor caused the network line used by Ex Libris to be disrupted. The work was performed on the two redundant network lines, resulting in a complete loss of network to the Data Center and within the Data Center itself. |
| August 19, 2016 | 16:32 | 16:39 | 7 | |
| August 20, 2016 | 12:43 | 14:55 | 132 | |
| July 28, 2016 | 12:07 | 12:44 | 15 | A DoS attack had been identified to have caused the issue. The DoS was different than the nature of previous attacks and thus required a different action to be taken |
| September 29, 2016 | 12:44 | 13:18 | 34 | The service interruption was a result of an application defect that is causing a significant impact on the search engines and get them to a state in which they are not able to function, they consume all the available hardware and become unavailable. This defect is becoming evident when there is a significant load one the system, with conjunction to the hotswap. We have also identified that a system configuration is preventing us from restoring the service quickly once a situation as the above occurs. |
Scheduled downtimes during maintenance windows in Q3 2016
| Start Date | Start Time [SGT] | End Time [SGT] | Duration (Minutes) |
|---|---|---|---|
|
|
|
|
|
Total unscheduled downtime minutes during past 12 months
| Quarter | Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q4 2015 | 0 |
| Q1 2016 | 0 |
| Q2 2016 | 260 |
| Q3 2016 | 230 |
How is Uptime Calculated?
The uptime calculation is based on the following calculation (as defined in the Alma 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.