• Summon Uptime Report - Q1 2022

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 April 2021 - March 2022 is 99.99%

The uptime measured on a rolling 3 month basis  January 2022 - March 2022 is 99.97%

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: http://status.exlibrisgroup.com

Unscheduled downtime incidents in Q1 2022

Date

Start time

[CDT]

End time

[CDT]

Duration
(minutes)

Description

March 22, 2022 02:20 AM 02:47 AM 27

As a result of a planned seamless maintenance activity of the Seattle DC ISP, customers faced downtime and intermediate connection issues to their environments, this was due to an ISP backbone issues that also affected our secondary ISP line.

Once the incident was identified, the Ex Libris cloud engineers worked with the ISPs support teams to bring up the connection and to fix the routing issue on their end which impacted the IP services.

06:48 AM 06:04 AM 16

Scheduled downtimes during maintenance windows in Q1 2022

Start Date

Start Time

[CDT]

End Time

[CDT]

Duration (Minutes)

Total unscheduled downtime minutes during the past 12 months

Quarter

Total unscheduled downtime in Quarter (minutes)

Q2 2021 0
Q3 2021 0
Q4 2021 0
Q1 2022 43

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

Where:

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.)