Primo Uptime Report for Primo MT EU02 Instance (Europe) – Q1 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 EU02 in Europe.
The Primo uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.88%
The Primo uptime measured on a rolling 3 month basis January 2017 - March 2017 is 99.94%
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 Q1 2017
| Date | Start time [CET] | End time [CET] | Duration | Description |
|---|---|---|---|---|
| January 2, 2017 | 7:05 PM | 7:16 PM | 11 | We experienced a simultaneous network device failure on our backbone infrastructure. As a result of this failure, a failover to the adjacent redundant network device took place. Due to a network component configuration setup the failover took longer than expected and caused the system disruption. |
| January 3, 2017 | 10:37 AM | 10:42 AM | 5 | |
| February 15, 2017 | 12:51 AM | 1:00 AM | 9 | The service was unavailable due to high CPU load on the Oracle database server. In this case oracle selected a wrong SQL execution plan that led to full table scan which is a heavy CPU consumption operation. Our database engineering found out that for several specific SQL queries it is better to use a fixed (static) execution plan instead of letting oracle dynamically select an execution plan. |
| February 17, 2017 | 12:32 AM | 1:13 AM | 41 | |
| February 28, 2017 | 10:18 AM | 10:56 AM | 12 | We experienced a network device failure on our backbone infrastructure. The outage was due to hardware problem that caused interruptions to production traffic flow in our datacenter network – due to the short intermediate interruptions (2-3 minutes), full failover process to redundant devices was not initiated. To resolve the issue Ex Libris engineers worked with the vendor support to replace the device. |
Scheduled downtimes during maintenance windows in Q1 2011
| Start Date | Start Time [CET] | End Time [CET] | Duration (Minutes) |
|---|---|---|---|
|
|
|
|
|
Total unscheduled downtime minutes during past 12 months
| Quarter | Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q2 2016 | 218 |
| Q3 2016 | 105 |
| Q4 2016 | 259 |
| Q1 2017 | 78 |
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.