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Ex Libris Knowledge Center

Research Professional - Q2 2020

Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months.
The report measures our performance as defined in the Service Level Agreement.


The uptime measured on a rolling 3 month basis April 2020 - June 2020 is 99.99%


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 2020


Start time


End time




May 5th, 2020

04:18 PM

04:26 PM


Short disruption

Scheduled downtimes during maintenance windows in Q2 2020

Start Date

Day of Week

Start Time


End Time


Duration (Minutes)



Total unscheduled downtime minutes during past 3 months



Total unscheduled downtime in Quarter (minutes)

Q2 2020 8



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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