Primo Uptime Report for Primo MT CA01 Instance (Canada) - Q3 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.
The uptime measured on a rolling 12 month basis October 2020 - September 2021 is 99.98%
The uptime measured on a rolling 3 month basis July 2021 - September 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 Q3 2021
|
Date |
Start time [CST] |
End time [CST] |
Duration |
Description |
|---|---|---|---|---|
| July 29, 2021 | 19:20 PM | 19:35 PM | 15 | Due to a high number of connections to the database, searches began to accumulate in our queues resulting in a memory issue that led to an unresponsive system. Ex Libris Engineers have restarted the database to clear the connections and performed an analysis to determine the source of the load. |
| September 19, 2021 | 00:42 AM | 01:06 AM | 24 | During a maintenance window while running a non-disruptive activity of network equipment firmware upgrade, we encountered an issue that caused a service disruption. The issue has been resolved and the service was restored. |
Scheduled downtimes during maintenance windows in Q3 2021
|
Start Date |
Start Time [CST] |
End Time [CST] |
Duration (Minutes) |
|---|---|---|---|
| August 02, 2021 | 02:12 AM | 02:37 AM | 25 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q4 2020 | 0 |
| Q1 2021 | 16 |
| Q2 2021 | 85 |
| Q3 2021 | 39 |
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.