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    Primo VE Uptime Report for EU00 Instance (Europe) - Q4 2018

    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 nine (9) months. The report measures our performance as defined in the Service Level Agreement.


    This document details the uptime report for the Primo VE EU00 in Europe. 

    The uptime measured on a rolling 6 months basis July 2018 - Dec 2018 is 99.90%
    The uptime measured on a rolling 3 months basis Oct 2018 - Dec 2018 is 99.73%


    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 Q4 2018



    Start time


    End time




    October 01, 2018 09:55 AM 10:08 AM 13

    After a thorough investigation done by Exlibris experts and the relevant external vendor, the root cause was found to be a bug within the European Datacenter Load Balancer device.
    The bug affected the SSL\TLS component engine which did only processed SSL\TLS connections intermittently to the Ex Libris applications.
    Other connections, which did not use SSL\TLS, continued to work as usual.
    To overcome the bug during the event, Ex Libris performed a failover of the traffic to the redundant network and redirected a part of the traffic to an additional Load Balancer device.

    October 01, 2018 10:44 AM 12:51 AM 127
    October 08, 2018 03:11 PM 03:51 PM 40 A fix to regression in the October release also required a specific application cache refresh.
    Due to a human error a full application cache refresh was done, instead of a specific refresh.
    The full 
    application cache refresh caused a high load on the system and required a full system start-up to restore full system functionality.
    October 15, 2018 01:33 PM 03:46 PM 133

    Extremely long queries in the system caused a huge memory consumption.

    After deep analysis Ex Libris engineers found that the length of the query was expended beyond normal length by one of the “query expansion routines”.
    As an emergency precaution and in to order to reduce the risk of re-occurrence, the following steps were taken:

    1. Temporarily turned off the “did you mean” functionality (which expands the query further) and later re-enabling it
    2. Turned off specific expansion routine that deals with citation formatted queries
    December 04, 2018 04:25 PM 05:01 PM 36



    Scheduled downtimes during maintenance windows in Q4 2018


    Start Date

    Day of Week

    Start Time


    End Time


    Duration (Minutes)

    October 07, 2018 Sunday 00:05 AM    00:37 AM    32
    October 14, 2018 Sunday 00:05 AM    00:33 AM    28
    October 21, 2018 Sunday 00:05 AM    02:01 AM    116
    October 21, 2018 SundaySunday 02:53 AM    03:36 AM    43
    November 04, 2018 Sunday 00:15 AM  01:55 AM  100
    November 11, 2018 Sunday 00:13 AM  01:31 AM  78
    December 02,2018 Sunday 00:11 AM  03:23 AM  192
    December 02 ,2018 Sunday 05:17 AM  05:41 AM  24
    December 09,2018 Sunday 00:03 AM  00:27 AM  24
    December 16,2018 Sunday 00:13 AM  01:51 AM  98
    December 16,2018 Sunday 02:13 AM  02:49 AM  36


    Total unscheduled downtime minutes during past 6 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 34
    Q4 2018 349


    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.