CampusM EU01 - RCA - March 5 ,2019
Confidential Information, Disclaimer and Trade Marks
Introduction
This document serves as a Root Cause Analysis for the CampusM EU01 service interruption experienced by Ex Libris customers.
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 EU01 instance at the EU Data Center during the following hours:
March 5th, 2019 from 9:08 AM until 9:35 AM Amsterdam time zone
During the event customers experienced intermittent service disruptions.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
A failed component, causing threads pileup, was found and restarted, resolving the immediate service intermittent disruption. The cause of this failure is still under active investigation
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
Ex Libris engineers restarted the failed component to resolve the immediate service interruption
Ex Libris Engineers are still investigating the root cause of this interruption.
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/