Skip to main content
  • Subscribe by RSS
  • Ex Libris Knowledge Center

    RefWorks - Q2 2020

    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 six( 6) months.
    The report measures our performance as defined in the Service Level Agreement.


    The uptime measured on a rolling 6 months basis January 2020 - June 2020 is 99.92%

    The uptime measured on a rolling 6 months basis April 2020 - June 2020 is 99.99%


    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 Q2 2020


    Start time


    End time




    May 12, 2020 08:35 AM 08:50 AM 15

    After an upgrade of the legacy RefWorks server some RefWorks Shibboleth service (SSO) stopped working for 15 minutes.

    Scheduled downtimes during maintenance windows in Q2 2020

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    May 9th, 2020

    11:57 PM

    12:37 AM



    Total unscheduled downtime minutes during past 3 months



    Total unscheduled downtime in Quarter (minutes)

    Q2 2020


    Q1 2020 




    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.

    April 13, 2019April 13, 2019

    • Was this article helpful?