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    RefWorks - Q2 2022

     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 July 2021 - June 2022 is 99.89%

    The uptime measured on a rolling 3 month basis April 2022 - June 2022 is 99.65%

    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 Q2 2022


    Start time


    End time




    June 30, 2022 16:48  PM 21:54 PM 306

    An emergency scheduled maintenance activity performed by the Internet Service Provider had an unexpected impact on the ISP’s main and redundancy lines resulting in an IP loss for the Chicago data center.

    The on-site ISP's engineers worked to restore the service as quickly as possible.

    June 29, 2022 18:00 PM 20:30 PM 150 Service interruption, some components in the RefWorks environments were unavailable/slow

    Scheduled downtimes during maintenance windows in Q2 2022

    Start Date

    Start Time


    End Time


    Duration (Minutes)


    Total unscheduled downtime minutes during the past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q3 2021  0
    Q4 2021 121
    Q1 2022 0
    Q2 2022 456



    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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