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    Primo VE Uptime Report for NA03 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) months 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 NA03 in North America.

    The uptime measured on a rolling 12 months basis April 2018 - March 2019 is 99.97%
    The uptime measured on a rolling 3 month basis January 2019  - March 2019 is 99.92%


    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




    February 02, 2019 01:02 AM 01:25 AM 2347

    While performing a proactive activity on the environment, an incorrect step in a procedure caused a system down.

     Ex Libris engineers restarted the entire environment to solve the problem.

     February 10, 2019 11:14 PM 11:54 PM 40

    An extreme load situation in the database caused an unexpected database crash and required full system start up to bring the system back to full functionality.
    Ex Libris engineer’s tuned some DB configuration settings to prevent this scenario from re-occurring.

    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


    Scheduled downtimes during maintenance windows in Q1 2019

    Start Date

    Day of week

    Start Time


    End Time


    Duration (Minutes)

    January 06, 2019 Sunday 12:16 AM 12:46 AM 30
    January 13, 2019January 13, 2019 Sunday 12:20 AM 05:14 AM 294
    February 03, 2019 Sunday 12:48 AM 01:32 AM 44
    February 10, 2019 Sunday 12:02 AM 12:30 AM 28
    February 16, 2019 Saturday 11:08 PM 02:14 AM 186
    February 24, 2019 Sunday 01:12 AM 01:30 AM 18
    March 03, 2019 Sunday 12:04 AM 12:22 AM 18
    March 09, 2019 Saturday 11:35 PM 12:10 AM 35
    March 09, 2019 Saturday 10:36 PM 11:10 PM 34
    March 10, 2019 Sunday 12:28 AM 12:42 AM 14


    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 0
    Q4 2018 66
    Q1 2019 107


    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.