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    Summon Uptime Report - Q3 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 October 2019 - September 2019 is 99.95%

    The uptime measured on a rolling 3 month basis July 2019 - September 2019 is 99.95%


    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 Q3 2019


    Start time


    End time




    July 11, 2019 11:34 AM 12:02 PM 28

    Due to a malfunction in the configuration repository update, the Summon production configuration repository was updated with invalid values. As a result, any query to the Summon index result with zero results.

    The issue was resolved for customers once the invalid configuration has been identified and fixed.

    September 04, 2019 06:33 PM 07:07 PM 34

    Ex Libris Engineers determined that the root cause related to a failure with a ‘feature toggle’ which caused an unhandled exception in the UI. This feature toggle was designed to improve linking optimization and was not a required feature for the maintenance release.

    The feature toggle was disabled and the UI service was restored to normal operation.

    Scheduled downtimes during maintenance windows in Q3 2019

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled downtime minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q4 2018 180
    Q1 2019 0
    Q2 2019 20
    Q3 2019 62


    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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