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    CampusM EU01 RCA July 25 2017

    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 on July 25, 2017/

     

    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:

    July 25, 2017 from 12:24 PM until 12:39 PM 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:

    A fault was identified within the campusM Insight Analytics system, which caused an automated process to fail. This resulted in a large amount of data left in an ‘unprocessed’ state.

    An attempt to manually process the data resulted in an impact on system resources, due to the amount of data being processed at the time

    Technical Action Items and Preventive Measures

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

    • An automated background process has been activated to improve the management of system resources.
    • Additional monitoring has been configured to verify the automated Insight Analytics system is functioning normally and to notify our 24/7 support team of any early warning signs as soon as they are detected

    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/

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