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    Primo Uptime Report for Primo Central - Q1 2017

    Primo 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 Primo Service Level Agreement.

     

    This document details the uptime report for Primo Central.

     

    The Primo uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.94%

    The Primo uptime measured on a rolling 3 month basis January 2017 - March 2017 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: http://status.exlibrisgroup.com

     

     

    Unscheduled downtime incidents in Q1 2017

    Date

    Start time

     [UTC]

    End time

     [UTC]

    Duration
    (minutes)

    Description

    January 20, 2017 2:16 PM 2:31 PM 15 Searches performed by users provide results within a timeframe that is considered as a service disruption.
    February 13, 2017 3:15 PM 3:46 PM 31 

    During the last month a very large records were loaded into the Primo Central index.

    When a query to Primo Central is sent which retrieve these type of records in a very large bulk set of the results, the load on the system is significantly increased and cause a complete system down.

    February 15, 2017 10:55 AM 11:13 AM 18
    February 21, 2017 3:10 PM 3:45 PM 35
    March 2, 2017 2:18 PM 2:46 PM 28

    Over the last month records, which were very large in size, were loaded into the Primo Central index.

     

    Queries sent in large bulk sets to retrieve these records from Primo Central, created significant load on the system resulting in a complete system down situation.

    March 3, 2017 12:56 AM 1:09 PM 13

    Due to a network device software defect some of the network routing was not propagated and caused outage to part of our service.

    As immediate action Exlibris engineers initiated a failover to the adjacent redundant network device, and resolved the issue by reloading the device configuration.

    Scheduled downtimes during maintenance windows in Q1 2017

    Start Date

    Start Time

    [UTC]

    End Time

    [UTC]

    Duration (Minutes)

     

     

     

     

     

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q2 2016

    108

    Q3 2016

    0
    Q4 2016 84
    Q1 2017 140

     

    How is Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the Alma 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.

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