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    RefWorks - Q3 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 nine (9) months.
    The report measures our performance as defined in the Service Level Agreement.


    The uptime measured on a rolling 9 months basis January 2020 - September 2020 is 99.95%

    The uptime measured on a rolling 6 months basis July 2020 - September  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 Q3 2020


    Start time


    End time




    July 01, 2020 03:45 PM 04:25 PM 40

    The Legacy RefWorks server stopped working after Shibboleth configuration updates. The new updates were not encoded properly.

    August 05, 2020 12:00 PM 05:50 PM 350

    Some legacy Refworks databases were accidentally set to “Expired”, which caused loss of connection and invalidation of sessions.

    August 06, 2020 09:00 AM 08:20 PM 680

    Due to a network error, the IP range login and the database search weren’t working.

    Scheduled downtimes during maintenance windows in Q3 2020

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 9 months



    Total unscheduled downtime in Quarter (minutes)

    Q1 2020 


    Q2 2020 


    Q3 2020  1,070



    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

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