• # Primo VE Uptime Report for AP01 Instance (APAC) - Q4 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 January  2019- December 2019 is 99.932%

The uptime measured on a rolling 3 month basis October 2019- December 2019 is 99.874%

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 2019

Date

Start time

[SGT]

End time

[SGT]

Duration
(minutes)

Description

October 02, 2019 01:58 PM 02:21 PM 23

A defect related to the “did you mean” service caused a memory consumption that in turn made the system be either slow or unavailable.

October 03, 2019 01:00 PM 03:40 PM 160

## Scheduled downtimes during maintenance windows in Q4 2019

Start Date

Day of Week

Start Time

[SGT]

End Time

[SGT]

Duration (Minutes)

October 06, 2019 Sunday 12:56 AM 12:56 AM 14
November 03, 2019 Sunday 12:01 AM 12:32 AM 31
November 10, 2019 Sunday 12:04 AM 12:31 AM 26

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q1 2019 51
Q2 2019 93
Q3 2019 52
Q1 2019 183

## 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.)