CampusM EU01 - RCA - January 9 ,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:
January 9th, 2019 from 3:49 PM until 8:54 PM 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 rare case was detected in our code which occasionally caused high CPU consumption, this lead to intermittent disruption. The code issue was fixed in real-time during the event and inserted as a hot-fix to resolve the service disruption.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- · The code issue was fixed in real time during the event.
- · The fix was deployed across all regions as part of the monthly release
- · Code-specific monitoring was enhanced to eliminate such disruptions in the future.
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/