CampusM EU01 - RCA - November 14, 2016

Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on November 14, 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 EU01 instance at the Europe Data Center during the following hours: 

November 14, 2016 from 10:09 AM until 10:29 AM Amsterdam Time Zone

November 14, 2016 from 10:35 AM until 10:54 AM Amsterdam Time Zone

During the event, the service was unavailable for the environment.Event was identified by the 24x7 monitoring.

Root Cause Analysis

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

We have identified that a process causing an increased load and database locks was run during the time of the event and had caused the outage.

This process was run by mistake out of the maintenance window.

Technical Action Items and Preventive Measures

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

• Change management procedures have been updated to verify processes with a potential to impact production will not by run outside of maintenance time frame.

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