Primo Uptime Report for Primo MT EU01 Instance (Europe) – Q4 2018
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 EU01 in Europe.
The uptime measured on a rolling 12 month basis Jan 2018 - Dec 2018 is 99.90%
The uptime measured on a rolling 3 month basis Oct 2018 - Dec 2018 is 99.67%
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 2018
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
|
October 01, 2018 |
09:55 AM |
10:08 AM |
13 |
After a thorough investigation done by Exlibris experts and the relevant external vendor, the root cause was found to be a bug within the European Datacenter Load Balancer device. The bug affected the SSL\TLS component engine which did only processed SSL\TLS connections intermittently to the Ex Libris applications. Other connections, which did not use SSL\TLS, continued to work as usual. To overcome the bug during the event, Ex Libris performed a failover of the traffic to the redundant network and redirected a part of the traffic to an additional Load Balancer device. |
| October 01, 2018 | 10:44 AM | 12:51 PM | 127 | |
| December 10, 2018 | 05:00 AM | 10:00 AM | 300 |
An issue was discovered with a specific fix in the November release. In order to mitigate this issue Ex Libris engineers had to remove the previous problematic fix and deploy a new fix during off business hours. During the roll out of the new fix the removal of the old problematic fix did not complete successfully, causing a disruption in the new UI. |
Scheduled downtimes during maintenance windows in Q4 2018
|
Start Date |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|
| October 6, 2018 | 10:06 PM | 03:44 AM | 338 |
| October 27, 2018 | 10:46 PM | 01:46 AM | 180 |
| November 25, 2018 | 5:42 AM | 06:04 AM | 22 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2018 | 0 |
| Q2 2018 | 0 |
| Q3 2018 | 0 |
| Q4 2018 | 440 |
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.