campusM AP01 - RCA - January 1, 2020

Introduction

This document serves as a Root Cause Analysis for the campusM service interruption experienced by Ex Libris customers on January 1st. 2020.

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the campusM AP01 instance at the APAC Data Centre during the following hours:

January 1st, 2020 from 04:02 AM until 04:46 AM Singapore time zone

During the event, the service was unavailable for the environment.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

The Database crashed due to a Hardware failure.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• The Database was temporarily migrated to different hardware to ensure product use continuity.
• The Ex Libris Cloud Infrastructure team are running diagnostics on the faulty Hardware together with the Vendor

Customer Communication 

In addition to the ongoing, real-time communications from the Ex Libris Status page an initial summary of the events was sent to all affected customers on August 13, 2019.

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History