• # Primo Uptime Report for Primo Central - Q2 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 July 2016 - June 2017 is 99.871%

The Primo uptime measured on a rolling 3 month basis April 2017 - June 2017 is 99.652%

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 Q2 2017

Date

Start time

[UTC]

End time

[UTC]

Duration
(minutes)

Description

May 13, 2017 7:54 PM 03:00 AM 426

A rare and complex network issue resulted in a network traffic routing issue which caused a failure in our backbone infrastructure.

Due to the uniqueness and complexity of the problem, it required Ex Libris and Cisco engineers to conduct a thorough analysis of the
entire network environment in order to determine the root cause of the failure.
Ex Libris engineers had to do manual intervention that included system restart to ensure that both the network and applications were functioning properly

## Scheduled downtimes during maintenance windows in Q2 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)

Q3 2016 0
Q4 2016 84
Q1 2017 140
Q2 2017 426

## 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.)