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    RefWorks - Q1 2021

    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 April 2020 - March 2021 is 99.70%

    The uptime measured on a rolling 3 months basis January 2021 - March 2021 is 99.98%


    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 Q1 2021


    Start time


    End time




    January 16, 2021 11:35 PM 11:49 PM 15 Unexpected downtime in all of DC04 DataCenter caused during Cloud Engineers' activity on Palo Alto 
    March 11, 2021  05:50 AM 06:15 AM 25

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

    March 26, 2021 12:05 AM 12:30 AM 25

    DNS issue due to a misconfiguration by AWS service

    Scheduled downtimes during maintenance windows in Q1 2021

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 12 months



    Total unscheduled downtime in Quarter (minutes)

    Q2 2020  202
    Q3 2020  1,070
    Q4 2020  284
    Q1 2021 65



    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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