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    Primo VE Uptime Report for NA02 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 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 NA02 in North America. 

    The uptime measured on a rolling 9 months basis April 2018 - March 2019 is 99.96%
    The uptime measured on a rolling 3 months basis January 2019- March 2019 is 99.87%


    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 01, 2019 02:23 AM 03:22 AM 49

    An extreme load situation at the database layer caused the database server to reach its memory limitation which caused an unexpected database crash and required full system start up to bring the system back to full functionality

    January 02, 2019 02:34 AM 03:18 AM 44
    March 03, 2019 07:56 AM 08:40 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 12, 2019 10:13 PM 10:49 PM 36 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 01:03 AM 01:19 AM 16
    January 06 ,January 06 ,2019 Sunday 01:57 AM 02:21 AM 24
     January 13, 2019 Sunday 01:37 AM 02:01 AM 34
    January 20, 2019 Sunday 12:03 AM 03:17 AM 194
    February 03, 2019 Sunday 01:49 AM 02:31 AM 42
    February 10, 2019 Sunday 01:03 AM 01:33 AM 30
    February 24, 2019 Sunday 02:39 AM 02:57 AM 18
    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 01:27 AM 01:45 AM 18


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 0
    Q4 2018 18
    Q1 2019 173


    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.