• # Primo VE Uptime Report for AP01 Instance (APAC) - Q1 2019

time 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 nine (9) months.

This document details the uptime report for the Primo VE AP01 in APAC.

The uptime measured on a rolling 12 month basis April 2018- March 2019 is 99.93%

The uptime measured on a rolling 3 month basis January 2019- March 2019 is 99.96%

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 2019

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

March 04 ,2019 06:04 PM 06:43 PM 39 A database failure caused the environment to be unresponsive.
The cause of this failure is still under active investigation
March 27, 2019 12:03 AM 12:15 AM 12 Urgent Maintenance

## Scheduled downtimes during maintenance windows in Q1 2019

Start Date

Day of Week

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

January 06, 2019 Sunday 12:12 AM 01:08 AM 56
January 13, 2019 Sunday 12:00 AM 12:39 AM 39
February 03, 2019  Sunday 12:04 AM 01:16 AM 72
February 10, 2019  Sunday 12:04 AM 12:28 AM 24
March 03, 2019 Sunday 12:04 AM 02:20 AM 136
March 10, 2019 Sunday 02:08 AM 02:26 AM 18

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q2 2018 240
Q3 2018 102
Q4 2018 0
Q1 2019 51

## 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.)