Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    Primo VE Uptime Report for AP01 Instance (APAC) - Q2 2019

    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. 

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


    The uptime measured on a rolling 12 month basis July  2018- June 2019 is 99.95%

    The uptime measured on a rolling 3 month basis April  2019- June 2019 is 99.93%


    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 Q2 2019


    Start time


    End time




    April 01, 2019 06:12 AM 06:32 AM 20 A database failure caused the environment to be unresponsive.
    The cause of this failure is still under active investigation
    April 08, 2019 08:52 AM 09:55 AM 63 Due to a slowness in the Recommendation system, Primo VE suffered from performance issues.
    Our engineers stopped the recommendation system to restore the service and restarted the recommendation system to solve the slowness

    Scheduled downtimes during maintenance windows in Q2 2019

    Start Date

    Day of Week

    Start Time


    End Time


    Duration (Minutes)

    April 07, 2019 Sunday 01:02 AM 01:24 AM 22
    April 07, 2019 Sunday 01:32 AM 02:04 AM 32
    April 14, 2019 Sunday 12:05 AM 12:23 AM 18
    May 05, 2019 Sunday 12:02 AM 12:47 AM 45
    June 09, 2019 Sunday 12:02 AM 12:16 AM 14
    June 23, 2019 Sunday 12:31 AM 12:38 AM 7
    June 30, 2019 Sunday 03:21 AM 04:32 AM 71

    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q3 2018 102
    Q4 2018 0
    Q1 2019 51
    Q2 2019 93


    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    


      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.