campusM EU01- RCA - July 31, 2020
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:
July 31, 2020 from 11:22 PM until 11:36 PM 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:
An unexpected connections peak of application processes to the database prevented opening new connections and retrieval of data, causing a disruption in service
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 enhanced the application and DB configuration in order to avoid such peak of processes ramp up
- An alert will be added to proactively detect the symptom
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.