Primo Uptime Report for Primo MT EU02 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 EU02 in Europe.
The Primo uptime measured on a rolling 12 month basis January 2016 - December 2016 is 99.89%
The Primo uptime measured on a rolling 3 month basis October 2016 - December 2016 is 99.83%
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 4, 2016 | 1:18PM | 3:00PM | 102 | The service interruption was a result of an application defect that is causing a significant impact on the search engines and get them to a state in which they are not able to function, they consume all the available hardware and become unavailable. This defect is becoming evident when there is a significant load one the system, with conjunction to the hotswap. We have also identified that a system configuration is preventing us from restoring the service quickly once a situation as the above occurs. |
| October 5, 2016 | 5:57 PM | 6:30 PM | 63 | We have identified that due to a technical infrastructure problem Primo Central (located in North America) had been unavailable for all Primo environments. We have also identified that following the unavailability of Primo Central, the Primo EU02 environment had suffered a technical problem of a full consumption of the connection threads. |
| November 20, 2016 | 10:30 PM | 10:39 PM | 9 | A database connection limitation had been identified during the event to be the cause of the outage. The oracle connection setting was set with the default parameters "out of the box" and was identified that the application needs require a configuration change. |
| December 11, 2016 | 12:43:25 AM | 12:57:16 AM | 14 | Our search engine machines are running two processes - "Indexer" and "search slice". On this event, the search engine machine running "indexer" memory consumption had significantly increased to the point that the server physical memory was overused. |
| December 17, 2016 | 2:48:50 AM | 4:00:17 AM | 71 | Ex Libris engineers had identified a load caused by multiple pipes being stuck on the system. Analysis of the pipes had revealed a defect and misconfiguration of the database usage causing the pipes to get stuck and generate an extensive load on the database to a level of a complete hold. |
Scheduled downtimes during maintenance windows in Q4 2016
| 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) |
|---|---|
| Q1 2015 | 29 |
| Q2 2016 | 218 |
| Q3 2016 | 105 |
| Q4 2016 | 259 |
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.