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    Primo VE Uptime Report for NA04 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.

    This document details the uptime report for the Primo VE NA03 in North America. T

    The uptime measured on a rolling 9 months basis April 2018 - Dec 2018 is 99.96%
    The uptime measured on a rolling 3 months basis Oct 2018 - Dec 2018 is 99.89%


    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 30, 2018

    10:30 AM

    01:00 PM


    Extremely long queries in the system caused a huge memory consumption.

    After deep analysis Ex Libris engineers found that the length of the query was expended beyond normal length by one of the “query expansion routines”.

    Scheduled downtimes during maintenance windows in Q4 2018

    Start Date

    Day of week

    Start Time


    End Time


    Duration (Minutes)

    October 07, 2018 Sunday 02:01 AM 02:27 AM 26
    October 14, 2018 Sunday 12:05 AM 12:19 AM 14
    November 03, 2018 Saturday 11:01 PM  11:19 PM 18
    November 11, 2018 Sunday 03:41 AM 03:57 AM  16
    December 02, 2018 Sunday 01:31 AM  01:55 AM  24
    December 09, 2018 Sunday 01:11 AM  01:33 AM 22


    Total unscheduled downtime minutes during past 9 months


    Total unscheduled downtime in Quarter (minutes)

    Q2 2018 0
    Q3 2018 0
    Q4 2018 150


    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.