campusM AP01 - RCA - March 1, 2018

Introduction

This document serves as a Root Cause Analysis for the campusM service interruption experienced by Ex Libris customers on Mrach 1st, 2018.

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:

March 1st, 2018 from 6:49 AM until 6:53 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:

Ex Libris engineers found the cause of the event was due to an external network issue. According to the Ex Libris ISP - a 100% packet loss was identified for some of the Australian Internet providers from the Ex Libris Singapore Data Centre, which indicates an issue with the remote internet providers. We will provide details from the Ex Libris ISP once those have been made public

Customer Communication 

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