campusM Uptime Report for EU01 Instance (Europe) - Q3 2024
Uptime Quarterly Reports are published each quarter to provide a comprehensive view of our uptime performance as measured over the last three (3) months and over the last twelve (12) months. The report measures our performance as defined in the Service Level Agreement.
This document details the uptime report for the campusM EU01 instance in Europe.
Uptime Report
The uptime measured on a rolling 12-month basis from October 2023 to September 2024 is 99.93%.
The uptime measured on a rolling 3-month basis from July 2024 - September 2024 is 99.95%.
Please note our System Uptime Status page, which allows our customers to view the current status of their instance/environment at any time, using the following link: http://status.exlibrisgroup.com
Unscheduled downtime incidents in Q3 2024
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
| September 13, 2024 | 05:26 AM | 06:30 AM | 64 |
During a non-disruptive maintenance job performed by our data center provider, an old switch was inadvertently reconnected due to a misconfiguration. This caused a network failure when power was restored, as both the old switch and the new router attempted to function simultaneously. The issue was resolved by disconnecting the old switch. Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
|
Performance incidents in Q3 2024
|
Date |
Description |
|---|---|
| September 30 - October 15, 2024 |
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results: On September 30, performance alerts were triggered in all European datacenters. The Ex Libris teams quickly investigated and found a network issue affecting CampusM instances using the Attendance and Timetable application features, especially during peak times. To address this, we restarted the system and increased network capacity by moving servers to a faster machine on September 30 and October 4. Despite these upgrades, traffic issues persisted. The Development team conducted various tests and on October 9, deployed a software fix. Internal traffic was minimized further on October 10. Additional application fixes were applied in North America on October 14 and gradually in Europe by October 15. Remaining datacenters will be updated in November. The entire resolution process took two weeks. Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
|
Scheduled downtimes during maintenance windows in Q3 2024
|
Start Date |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|
|
July 21, 2024 |
00:04 AM |
02:07 AM |
123 |
|
September 22, 2024 |
00:08 AM |
01:26 AM |
78 |
Total unscheduled downtime minutes during the past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q4 2023 | 278 |
| Q1 2024 | 0 |
| Q2 2024 | 0 |
| Q3 2024 | 64 |
How is Uptime Calculated?
The uptime calculation is based on the following calculation (as defined in the Service Level Agreement):
"Uptime" means the total period in minutes during which the Service is available for access and use during this period.
“Uptime Percentage” means Uptime expressed as a percentage, calculated by the following formula:
Uptime Percentage = X /(Y–Z) × 100
Where:
X = Uptime
Y = Last 12 months period
Z = The duration (in minutes) of any SLA Exclusions* during these 12 months
*SLA exclusions are defined in the contract SLA (e.g. Scheduled maintenance, etc.)
Further Information
If you have any queries on the information within this report please contact Ex Libris through your usual channel.