CampusM NA01 - RCA - September 05, 2021

Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on September 05, 2021.
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 instance in the Chicago Data Center during the following hours: 

September 05, 2021 from 02:33 AM until 02:54 AM CDT time

During the event, there was a  service disruption.

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

During a regular basis activity, which was not supposed to have any impact on the application availability, we encountered issue with one of our servers which caused the activity to
fail and created service disruption.

Technical Action Items and Preventive Measures

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

• As immediate action, Ex Libris Engineers fixed the issue and bring the service back to normal

• Ex Libris engineers reviewed the procedure and optimized it accordingly

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.