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    Summon Uptime Report - Q1 2017

    Summon 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 Summon uptime measured on a rolling 12 month basis April 2016 - March 2017 is 99.97%

    The Summon uptime measured on a rolling 3 month basis January 2017 - March 2017 is 99.93%



    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 Q1 2017


    Start time


    End time




    January 16, 2017 1:01PM 1:13 PM 12 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.
    January 19, 2017 9:21PM 9:38 PM 17
    January 19, 2017 10:20AM 10:33 AM 13
    February 22, 2017 2:25AM 3:15AM 50 The cause of the undesirable UI behavior was due to a temporary error in the summon UI config service. The Summon UI 2.0 rely on a configuration repository in order to customize each customers experience. The error occurred during a restart of these services as part of routine work last Friday and the error was resolved as quickly as possible once it occurred.

    Scheduled downtimes during maintenance windows in Q1 2017

    Start Date

    Start Time


    End Time


    Duration (Minutes)



    Total unscheduled maintenance minutes during past 12 months


    Total unscheduled downtime in Quarter (minutes)

    Q1 2017 92


    How is Summon Uptime Calculated?

    The uptime calculation is based on the following calculation (as defined in the Alma 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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