Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on January 16, 19 and 20, 2017

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 theSummon instance at the North America Data Center during the following hours: 

January 16, 2017 from 1:01PM until 1:13 PM Chicago time zone

January 19, 2017 from 9:21PM until 9:38 PM Chicago time zone

January 19, 2017 from 10:20AM until 10:33 AM Chicago time zone

Events were identified by the 24x7 hub monitoring. During the event, the service was unavailable for the environment.

Root Cause Analysis

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

Ex Libris engineers have identified that during a maintenance activity that took place during the planned maintenance window, a misconfiguration on Load Balancer had taken place. This misconfiguration had caused the system to become unavailable.

Technical Action Items and Preventive Measures

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

•          Once identified, Ex Libris engineers immediately corrected the misconfiguration.
•          The work procedure for this type of maintenance activity had been corrected to prevent the misconfiguration.
•          Additional test procedures have been added to the work procedures to allow verification following a maintenance activity.
•          Additional monitoring is being put in place to identify the possible issuses once they start occuring.

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/

These updates are automatically sent as emails to registered customers.

Publication History