Primo Uptime Report for Primo MT EU01 Instance (Europe) – Q4 2016
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 January 2016 - December 2016 99.87is %
The Primo uptime measured on a rolling 3 month basis October 2016 - December 2016 is 99.70%
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 2016
| Date | Start time [CET] | End time [CET] | Duration | Description |
|---|---|---|---|---|
| October 12, 2016 | 12:32 PM | 2:44 PM | 132 | We were able to identify a DDoS (Distributes Denial Of Service) attack directed at Primo institutions. The attack is meant to prevent legitimate users from using the system - accessing information and receiving service. |
| October 14, 2016 | 11:35 AM | 1:53 PM | 138 | We were able to identify a new form of DDoS (Distributed Denial Of Service) attack directed at Primo institutions. In this case the DDoS attack was aimed at the mail sending functionality, causing a significant load on the system and preventing a normal use. |
| October 26, 2016 | 4:38 PM | 4:53 PM | 15 | Ex Libris engineers were able to identify a new form of DDoS (Distributed Denial Of Service) attack. The attacks change their form from one time to another. The main difference identified in this attack was with the "Distributed" feature of the alert - i.e. - the attack was from significantly more sources, each with a lower attack rate then before. We have verified that the attack impacted the service availability but had no data impact. |
| October 28, 2016 | 12:29 PM | 12:35 PM | 6 | |
| November 10, 2016 | 4:29 PM | 4:38 PM | 8 | Following the event Ex Libirs engineers have analyzed the outage and identified a software defect that was triggered. The software defect is triggered in a situation in which a mass of “deploy” activities are running in conjunction with an increased load on the environment. The defect is causing the system to become unavailable |
| November 14, 2016 | 2:56 PM | 3:36 PM | 30 | Ex Libris continues to experience DoS attempts that aim to prevent legitimate users from accessing services by increasing the load on the system. With these types of attacks, it can be difficult to find the source, since they are initiated from multiple proxy sources.
Please note that there has been no impact to any data, and no security breach was identified!
Ex Libris' security controls continue to protect our systems and prevent attacks on a daily basis. Unfortunately we still experience changes in the attack patterns, which may result in short disruptions to system performance. |
| November 15, 2016 | 10:56 AM | 11:14 AM | 18 | |
| November 15, 2016 | 11:23 AM | 11:29 AM | 6 | |
| November 15, 2016 | 11:59 AM | 12:20 PM | 21 | |
| November 16, 2016 | 7:56 PM | 8:11 AM | 15 | |
| November 21, 2016 | 1:38 PM | 1:56 PM | 18 | Ex Libiris engineers had identified a code defect to be the cause of the outage. The code defect caused the system resources to be exceeded and the system became unavailable. |
Scheduled downtimes during maintenance windows in Q4 2016
| Start Date | Start Time [CET] | End Time [CET] | Duration (Minutes) |
|---|---|---|---|
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Total unscheduled downtime minutes during past 12 months
| Quarter | Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q1 2015 | 197 |
| Q2 2016 | 45 |
| Q3 2016 | 18 |
| Q4 2016 | 407 |
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.