Summon Uptime Report - Q2 2024
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 from July 2023 to June 2024 is 99.98%.
The uptime measured on a rolling 3-month basis from April 2024 to June 2024 is 99.99%.
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 Q2 2024
|
Date |
Start time [CDT] |
End time [CDT] |
Duration |
Description |
|---|---|---|---|---|
| May 6, 2024 | 15:36 PM | 15:52 PM | 15 |
As part of a non-disruptive operation of a database upgrade, a race condition triggered a inside the search backend application, resulting in search services being unavailable for Summon customers. Once the issue was identified, the operation was canceled and services restarted, leading to system recover. Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future: The team is updating the Upgrade/Migration process to incorporate additional testing and safety measures We are working with the R&D team to address the race condition in the application. |
Scheduled downtimes during maintenance windows in Q2 2024
|
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 2023 | 84 |
| Q3 2023 | 15 |
| Q4 2023 | 0 |
| Q2 2024 | 15 |
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 by 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.)
Further Information
If you have any queries on the information within this report please contact Ex Libris through your usual channel.