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    Summon Uptime Report - Q2 2019

    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 over the last twelve (12) months. The report measures our performance as defined in the Service Level Agreement.


    This document details the uptime report for the Summon in North America.


    The uptime measured on a rolling 12 month basis July  2019 - June 2019 is 99.96%

    The uptime measured on a rolling 3 month basis April 2019 - June 2019 is 99.985%


    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 2019


    Start time

     [Pacific Time]

    End time

    [Pacific Time]



    June 05, 2019 01:03 PM 01:23 PM 20

    The root cause is related to an issue in the  Rights Distribution Service, which permitted incomplete Rights to be applied to an active Datacenter instance.

    The issue was resolved immediately once Production Traffic was shifted over to the Secondary Data Center.

    Scheduled downtimes during maintenance windows in Q2 2019

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q3 2018 0
    Q4 2018 180
    Q1 2019 0
    Q2 2019 20


    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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