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    Primo VE Uptime Report for EU01 Instance (Europe) - Q3 2018

    Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) and over the last six (6) months . The report measures our performance as defined in the Service Level Agreement.


    This document details the uptime report for the Primo VE EU01 in Europe. 

    The uptime measured on a rolling 6 months basis April 2018 - Sept 2018 is 99.99%
    The uptime measured on a rolling 3 months basis July 2018 - Sept 2018 is 99.98%


    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 05, 2018 21:10 PM 21:30 PM 20

    A large number of parallel planned activities caused a heavy load on the European Data Center central storage and resulted in a high latency time in the application.

    Ex Libris monitoring systems alerted in real time on the situation and Ex Libris engineers handled it immediately.

    Scheduled downtimes during maintenance windows in Q3 2018

    Start Date

    Day of week

    Start Time


    End Time


    Duration (Minutes)

    July 01, 2018 Sunday 00:10 AM 01:26 AM 76
    July 08, 2018 Sunday 00:04 AM 00:56 AM 52
    August 05, 2018 Sunday 00:08 AM 00:36 AM 28
    August 12, 2018 Sunday 00:02 AM 00:20 AM 18
    September 02, 2018 Sunday 00:08 AM 00:26 AM 18
    September 16, 2018 Sunday 00:02 AM 04:06 AM 244
    September 23, 2018 Sunday 00:02 AM 05:43 AM 341


    Total unscheduled downtime minutes during past 6 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 20


    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.