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    (new) RefWorks - Q1 2020

    Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3).
    The report measures our performance as defined in the Service Level Agreement.

     

     The uptime measured on a rolling 3 months basis January 2020 - March 2020 is 99.84%

    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 2020

    Date

    Start time

     [CET]

    End time

    [CET]

    Duration
    (minutes)

    Description

    February 9th, 2020

    09:37 AM

    12:37 PM

    180

    After an upgrade of the legacy RefWorks server some RefWorks services stopped working intermittently, including export to RefWorks and login with institutional credentials (SSO).

    February 14th, 2020

     

    9:19 AM

    9:41 AM

    22

    There was a failure in one of the API machines that required manual restart of the servers.

    Scheduled downtimes during maintenance windows in Q1 2020

    Start Date

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

    February 8, 2020

    09:17 PM

    02:27 AM

    310

     

    Total unscheduled downtime minutes during past 3 months

     

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q1 2020 

    202

     

     

    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    

    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.

    April 13, 2019April 13, 2019

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