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    RefWorks - Q3 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 month basis October 2020 - September 2021 is 99.98%

    The uptime measured on a rolling 3 month basis July 2021 - September 2021 is 100%

     

    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

     

    clipboard_ea8c09b9f250a26c3a5820c8add5f5b39.png

    Unscheduled downtime incidents in Q3 2021

    Date

    Start time

     [CDT]

    End time

    [CDT]

    Duration
    (minutes)

    Description

             

    Scheduled downtimes during maintenance windows in Q3 2021

    Start Date

    Start Time

    [CDT]

    End Time

    [CDT]

    Duration (Minutes)

           

    Total unscheduled downtime minutes during past 12 months

    Quarter

    Total unscheduled downtime in Quarter (minutes)

    Q4 2020  284
    Q1 2021 65
    Q2 2021 0
    Q3 2021  0

     

     

    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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