campusM EU01 - RCA - October 25, 2023
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 Amsterdam Data Center during the following times:
October 25th , 2023 from 10:02 AM until 11:32 AM Amsterdam time.
During the event, The service was intermittent for the environment.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
A non-optimized Database query was causing a high load and resulted in fluctuated service.
Once Ex Libris engineers identified the issue, the environment was restarted and the baseline for the query was optimized.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
-
We are optimizing and aligning the query.
-
We continue to monitor the overall environment performance.
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.