Primo Uptime Report for Primo TC EU04 Instance (Europe) – Q4 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 EU04 in Europe.
The uptime measured on a rolling 12 month basis January 2021 - December 2021 is 99.99%
The uptime measured on a rolling 3 month basis October 2021 - December 2021 is 99.96%
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 2021
|
Date |
Start time [IDT] |
End time [IDT] |
Duration |
Description |
|---|---|---|---|---|
| October 30, 2021 | 11:39 AM | 23:33 PM | 57 |
The service disruption was caused due to a problematic value found in the DB which triggered an automatic rollback mechanism of the Primo November Service Pack. During the rollback, a DB index was dropped which caused the slowness in the system. Ex Libris engineers restored the DB index and brought the system back to full functionality. During this time frame there were performance issues on the environment and 57 minutes of service disruption. |
Scheduled downtimes during maintenance windows in Q4 2021
|
Start Date |
Start Time [IDT] |
End Time [IDT] |
Duration (Minutes) |
|---|---|---|---|
| November 08, 2021 | 03:00 AM | 03:21 AM | 21 |
| November 21, 2021 | 01:25 AM | 01:54 AM | 29 |
Total unscheduled downtime minutes during past 9 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2021 | 0 |
| Q2 2021 | 0 |
| Q3 2021 | 0 |
| Q4 2021 | 57 |
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.