campusM Uptime Report for AP01 Instance (APAC) - Q1 2022

We at Ex Libris are constantly trying to improve our network environment and to provide a better and optimal services to our customers. As part of these improvements, we have recently redesigned and upgraded part of the Singapore DC network and are in process of transitioning to advanced technologies.

We chose to do this activity during the holidays and in between semesters in order to minimize the impact on our customers.

After an in-depth investigation done by Ex Libris engineers to understand the root cause of the recent events, we found that the latest events were a result of an unexpected load in one of the network components.

On December 20^th, after the first event a malfunction issue was identified in a specific network device that was addressed together with the vendor, we enabled the redundant network device to bring the service back up again Even after the service was up and running again, we decided to continue monitoring the environment to make sure the issue won't occur again.

After the January 3, 2022 event we found that the malfunction was only one symptom and the source of the problem was a load created on the network which impacted the network devices. It was discovered that before each service disruption, there was a huge load peak of traffic from a specific component which caused the service disruption. The root cause of the issue was fixed and, in addition, some protections were applied to reduce the chances of this issue reoccurring.

We will continue monitoring the environment to make sure the issue is resolved.

A service disruption was experienced due to a misconfiguration issue done by the ISP during a scheduled network activity,

Ex Libris cloud engineers worked closely with the ISP on this issue until they fixed it and the service was up again.

After an in-depth investigation done by Ex Libris engineers together with the Vendor experts to determine the root cause of this recent event, we found a similar malfunction behavior as reported in our January 3, 2022 RCA. Unfortunately, a service disruption occurred despite the implementation of all vendor recommendations.

The issue appears to be a malfunction in one of the components and we are working along with the Vendor to fully identify the root cause and to deploy a permanent fix.

Please note:  The latest service disruption on Saturday, February 26th  occurred before the full implementation of the latest vendor recommendations