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    RefWorks - Q4 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 January 2022 - December 2022 is 99.89%

    The uptime measured on a rolling 3 month basis October 2022 - December 2022 is 99.92%

    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 2022


    Start time


    End time




    October 27, 2022 07:20 AM 9:00 AM 100 Maintenance index script running on the data base caused overloading of the DB which eventually resulted in a service disruption. Once identified, the process was stopped, the issue was fixed and the database was recovered.

    Scheduled downtimes during maintenance windows in Q4 2022

    Start Date

    Start Time


    End Time


    Duration (Minutes)


    Total unscheduled downtime minutes during the past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q1 2022 0
    Q2 2022 456
    Q3 2022 114
    Q4 2022 100



    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.


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