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    Primo Uptime Report for Primo TC NA12 Instance (North America) - Q1 2021

    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 NA12 in North America.

     

    The uptime measured on a rolling 12 month basis April 2020 - March 2021 is 99.98%

    The uptime measured on a rolling 3 month basis January 2021  - March 2021 is 99.99%

     

    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

     

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    Unscheduled downtime incidents in Q1 2021

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

    January 09, 2021 02:07 AM 02:51 AM 44

    Server memory issues caused the Oracle DB server to crash causing service interruption.

    Ex Libris cloud engineers resolved the issue by expediting a failover without additional service interaction.

    January 16, 2021 11:32 PM 11:45 PM 13 Palo Alto activity

    Scheduled downtimes during maintenance windows in Q1 2021

    Start Date

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

    January 24, 2021 12:07 AM 12:47 AM 40
    January 31, 2021 04:45 AM 04:54 AM 9


    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2020 45
    Q3 2020 0
    Q4 2020 0
    Q1 2020 57

     

    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 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.