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    Primo VE Uptime Report for NA01 Instance (North America) - Q1 2019

    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 twelve (12) months. The report measures our performance as defined in the Service Level Agreement.


    This document details the uptime report for the Primo VE NA01 in North America. 

    The uptime measured on a rolling 12 months basis  April 2018 - March 2019 is 99.94%
    The uptime measured on a rolling 3 months basis  January 2019 - March 2019 is 99.85%


    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 Q1 2019


    Start time


    End time




    January 03, 2019 06:05 PM 08:07 PM 122

    An issue was found in in the storage system management software, which was triggered by an invalid character in the mount parameters sent by a client.
    The invalid character was generated as a result of a newer version of automation software parsing existing automation code differently..

    March 03, 2019 08:56 AM 09:40 AM 44 Due to a malfunction in the Firewall management system, wrong configurations were sent to the firewall device that handle the customer traffic.
    Ex Libris engineers rolled back the configurations to restore the service.
    March 17, 2019 11:07 PM 11:39 PM 32 A database failure caused the environment to be unresponsive.
    The cause of this failure is still under active investigation

    Scheduled downtimes during maintenance windows in Q1 2019

    Start Date

    Day of week

    Start Time


    End Time


    Duration (Minutes)

    January 06, 2019 Sunday 01:12 AM 01:50 AM 38
    January 13, 2019 January 13, 2019 Sunday 01:52 AM 01:58 AM 6
    January 13, January 13, 2019 Sunday 03:50 AM 06:16 AM 82
    January 27, 2019 Sunday 02:34 AM 03:06 AM 32
    February 03, 2019 Sunday 01:48 AM 02:32 AM 44
    February 10, 2019 Sunday 01:02 AM 01:32 AM 30
    March 03, 2019 Sunday 01:04 AM 02:21 AM 77
    March 09, 2019 Saturday 11:35 PM 12:10 AM 35
     March 10, 2019 Sunday 01:26 AM 01:46 AM 20


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 0
    Q4 2018 123
    Q1 2019 198


    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.

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