• # Primo VE Uptime Report for NA01 Instance (North America) - Q3 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  October 2018 - September 2019 is 99.937%

The uptime measured on a rolling 3 months basis  July 2019 - September 2019 is 99.993%

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 Q3 2019

Date

Start time

[CDT]

End time

[CDT]

Duration
(minutes)

Description

September 14, 2019 11:08 PM 11:17 PM 9 A software memory issue was identified on one the search engine nodes causing some operations to fail for some institutions.
A software correction was made that will prevent this memory issue in the future.

## Scheduled downtimes during maintenance windows in Q3 2019

Start Date

Day of week

Start Time

[CDT]

End Time

[CDT]

Duration (Minutes)

July 07, 2019 Sunday 02:05 AM 02:50 AM 45
July 14, 2019 Sunday 02:07 AM 02:34 AM 27
August 04, 2019 Sunday 02:02 AM 03:13 AM 71
September 01, 2019 Sunday 02:01 AM 02:39 AM 38
September 08, 2019 Sunday 02:02 AM 02:55 AM 53

## Total unscheduled downtime minutes during past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q4 2018 123
Q1 2019 198
Q2 2019 0
Q3 2019 9

## 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.)