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    Primo VE Uptime Report for NA01 Instance (North America) - Q4 2018

    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 NA01 in North America. 

    The uptime measured on a rolling 6 months basis July 2018 - Dec 2018 is 99.97%
    The uptime measured on a rolling 3 months basis Oct 2018 - Dec 2018 is 99.91%


    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 Q4 2018


    Start time


    End time




    October 17, 2018

    07:57 AM 08:15 AM


    During a standard operation activity, on Ex Libris data center Firewall, an outage occurred.
    After immediate analysis it was found that the Firewall configurations were corrupted due to a bug in the Firewall management system.    

    As an immediate fix, Ex Libris engineers recovered all device configurations to reestablish the service

    November 05, 2018 03:48 AM 04:29 AM 41 Defect in nightly automatic process caused short service disruption.
    Defect was fixed.
    November 27, 2018 11:09 PM 12:13 AM 64

    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 engineers identified a bottleneck in the database functionality that caused the issue.

    Scheduled downtimes during maintenance windows in Q4 2018

    Start Date

    Day of week

    Start Time


    End Time


    Duration (Minutes)

    October 07, 2018 Sunday 10:58 PM 11:28 PM 30
    October 07, 2018 Sunday 12:26 AM 12:34 AM 8
    October 07, 2018 Sunday 02:02 AM 03:00 AM 58
    October 14, 2018 Sunday 12:04 AM 12:24 AM 20
    November 03, 2018 Saturday 11:00 PM 11:36 PM 36
    November 11, 2018 Sunday 01:12 AM 02:20 AM 68
    December 01, 2018 Saturday 11:26 PM 12:00 AM 34
    December 09, 2018 Sunday 03:06 AM 03:44 AM 38
    December 23, 2018 Sunday 12:04 AM 03:28 AM 204


    Total unscheduled downtime minutes during past 6 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 0
    Q4 2018 123


    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.