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: http://status.exlibrisgroup.com
Unscheduled downtime incidents in Q1 2019
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| 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 [CDT] |
End Time [CDT] |
Duration (Minutes) |
|---|---|---|---|---|
| January 06 ,2019 | Sunday | 01:03 AM | 01:19 AM | 16 |
| 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
|
Quarter |
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
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.)
Further Information
If you have any queries on the information within this report please contact Ex Libris through your usual channel.