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    RefWorks - Q4 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 twelve (12) months.
    The report measures our performance as defined in the Service Level Agreement.


    The uptime measured on a rolling 12 months basis January 2020 - December 2020 is 99.70%

    The uptime measured on a rolling 3 months basis October 2020 - December 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 Q4 2020


    Start time


    End time




    November 19, 2020 07:00 AM 09:44 AM 164

    There was an unexpected failure in RefWorks Citation Manager proxy machines that required manual restart of the servers.

    December 24, 2020 04:00 AM` 09:00 AM 120 A deploy of Shibboleth configuration files in the legacy RefWorks servers included an old file with which
    the Shibboleth service (SSO) could not work, resulting in the service being unavailable. 

    Scheduled downtimes during maintenance windows in Q4 2020

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    December 20, 2020 07:00 AM 13:50 PM 410


    Total unscheduled downtime minutes during past 12 months



    Total unscheduled downtime in Quarter (minutes)

    Q1 2020  15
    Q2 2020  202
    Q3 2020  1,070
    Q4 2020  284



    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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