CampusM - Europe - RCA September 8, 2016

Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on September 8, 2016

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 instance at the Europe Data Center during the following hours: 

September 8, 2016 from 8:05 AM until 8:18AM Amsterdam 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:

While performing a planned infrastructure work on a network configuration a human error took place. The human error had caused the system to lose network connectivity

Technical Action Items and Preventive Measures

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

• Once identified using the monitoring systems, Ex Libris engineers immediately reverted the changes done and network connectivity was available again.
• Updates were done to the working procedures to verify a human error will be prevented.

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/