Primo Uptime Report for Primo MT EU01 Instance (Europe) – Q3 2017
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 Primo uptime measured on a rolling 12 month basis October 2016 - September 2017 is 99.88%
The Primo uptime measured on a rolling 3 month basis July 2017 - September 2017 is 99.9%
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 2017
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
|
July 11, 2017 July 24, 2017 |
11:59 AM 3:44 PM |
12:20 PM 4:59 PM |
96 |
The database connection pool of the environment’s front end became empty, which resulted in the application’s inability to serve new requests. This usually happens when a process requires a database connection and then for some reason times out – for example, when waiting for an external resource. |
| September 22, 2017 | 11:45 AM | 12:21 PM | 36 |
The same event of empty database connection pool in the environment’s front end that occurred on July 11th and July 24th re-occurred in this event. As a result of the monitoring tools that were deployed in the environment following previous events, Ex Libris engineers were able to identify the root cause of the problem. |
Scheduled downtimes during maintenance windows in Q3 2017
|
Start Date |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|
| September 24, 2017 |
12:17 AM 05:00 AM |
02:29 AM 05:25 AM |
157 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q4 2016 | 407 |
| Q1 2017 | 100 |
| Q2 2017 | 0 |
| Q3 2017 | 132 |
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.