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    RefWorks - Q4 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 January 2021 - December 2021 is 99.97%

    The uptime measured on a rolling 3 month basis October 2021 - December 2021 is 99.91%


    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 2021


    Start time


    End time




    October 04, 2021 05:35 PM 07:36 PM  121

    A service degradation and downtime were due to an unexpected load on Refworks API servers,

    as an immediate action Ex Libris engineers stopped the process and redeployed the servers

    Scheduled downtimes during maintenance windows in Q4 2021

    Start Date

    Start Time


    End Time


    Duration (Minutes)

    November 20, 2021 13:46 PM 16:52 PM 188

    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q1 2021 65
    Q2 2021 0
    Q3 2021  0
    Q4 2021 121



    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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