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:

September 29, 2020 from 17:08 PM until 17:35 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:

The database was unresponsive due to lock in a heavily used table, caused by missing Index.

Technical Action Items and Preventive Measures 

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

Our database administrators and system engineers have and will continue to optimize the database structure, including:

1. Enhance table performance by adding indexes in relevant tables in upcoming releases
2. Deployed a process to proactively detect missing indexes by further monitoring table use and response times

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.