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    Primo VE Uptime Report for AP01 Instance (APAC) - Q3 2018

    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 six (6) months. 

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


    The uptime measured on a rolling 6 month basis April 2018 - Sept 2018 is 99.91%

    The uptime measured on a rolling 3 month basis July 2018 - Sept 2018 is 99.92%


    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 Q3 2018


    Start time


    End time




    July 02, 2018 04:15 AM 05:20 AM 65 Due to a database script failure designed to activate a new Primo VE feature during the July release installation, local searches were unavailable.
    Ex Libris engineers initially deactivated the feature to ensure searches will work correctly and then fixed the database values to re-activate the feature.
    August 28, 2018 01:23 PM 01:55 PM 32

    While performing a proactive activity on the environment, a procedure with an incorrect step was executed causing a system down incident. 
    Ex Libris engineers restarted the entire environment to solve the problem.

    September 17, 2018 15:11 PM 15:16 PM 5

    An updated script with a mistaken configuration was executed and caused a service disruption.

    After an investigation, changes done via the script were rolled back and the service was restored.  During this period batch jobs were put on hold as an additional safety measure.

    At a later point in time, the service cache needed to be refreshed in order to correct the reported Primo requesting issues.

    Scheduled downtimes during maintenance windows in Q3 2018

    Start Date

    Day of Week

    Start Time


    End Time


    Duration (Minutes)

    July 01, 2018 Sunday 00:02 AM 00:56 AM 54
    July 08, 2018 Sunday 00:00 AM 00:19 AM 19
    August 05, 2018 Sunday 00:00 AM 00:27 AM 27
    August 12, 2018 Sunday 00:18 AM 00:32 AM 14
    September 02, 2018 Sunday 00:01 AM 00:16 AM 15


    Total unscheduled downtime minutes during past 6 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018


    Q3 2018 102


    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.