Summon - RCA - January 14, 2021

Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on January 14, 2021

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Summon instance at the North America Data Center during the following hours: 

January 14, 2021 from 14:11 PM until 15:26 PM CST Time.

During the event the service was intermittent.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

A routine application configuration deployment process caused high CPU consumption, this lead to intermittent disruption in the service.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

Our engineers are still investigating the issue, but have already identified a work around to prevent such occurrence in the future.

Customer Communication

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

Publication History