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    Primo Uptime Report for Primo TC EU04 Instance (Europe) – Q1 2024

    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 Service Level Agreement.

    This document details the uptime report for the Primo TC EU04 in Europe.

    The uptime measured on a rolling 12-month basis April 2023 - March 2024 is 99.96%

    The uptime measured on a rolling 3-month basis January 2024 - March 2024 is 99.98%



    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:

    Unscheduled downtime incidents in Q4 2023


    Start Time


    End Time


    Duration (Minutes)


    January 7, 2024 10:33 PM 11:00 PM 27

    Following an ongoing activity by the Cloud team, a third-party component experienced a malfunction caused by license validation issue, ultimately leading to a system outage.

    The team had to obtain new license from the vendor, and once it was configured across the environment the service recovered.

    Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

    • The Cloud team have revised the procedure, incorporating a new step in the process that involves obtaining updated licenses from the vendor.

    • The Primo Development team is working with the vendor to fix the malfunction, to prevent system crush due to licensing validation issues.

    • For Quality Assurance, a regression test has been added to confirm the system is running as expected even if the third-party license has validation issues.

    Scheduled downtimes during maintenance windows in Q4 2023

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    January 7, 2024 00:42 AM 02:27 AM 105
    January 26, 2024 22:29 AM 22:53 AM 14


    Total unscheduled downtime minutes during the past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2023 0
    Q3 2023 0
    Q4 2023 189
    Q1 2024 27


    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 by the following formula:   


     Uptime Percentage = X /(Y–Z) × 100    


      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.

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