campusM EU01- RCA - April 11, 2021
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:
April, 2021 from 19:01 until 21:48 AM Amsterdam time zone.
During the event service degradation was experienced.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause with the following results:
Prior to the service pack installation, our cloud engineering team updated the required 3rd parties packages. In order to minimize risk , campusM engineers utilized secondary 3rd parties source.
The secondary 3rd parties source was not fully compatible causing an installation issue and disruption to service.
In addition, due to exception in procedure the status page was not updated.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
Service pack installation procedure was updated to insure 3rd parties are updated in a timely manner.
Support procedure were updated to ensure status page update in case of similar scenarios.
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.