campusM Uptime Report for EU01 Instance (Europe) - Q3 2017
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.
The uptime measured on a rolling 12 month basis October 2016 - September 2017 is 99.92%
The uptime measured on a rolling 3 month basis July 2017 - September 2017 is 99.94%
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 2017
|
Date |
Start time [CET] |
End time [CET] |
Duration |
Description |
|---|---|---|---|---|
| July 25, 2017 | 12:24 PM | 12:39 PM | 15 |
A fault was identified within the campusM Insight Analytics system, which caused an automated process to fail. This resulted in a large amount of data left in an ‘unprocessed’ state. An attempt to manually process the data resulted in an impact on system resources, due to the amount of data being processed at the time |
| August 30, 2017 | 5:55 PM | 5:05 PM | 10 | We identified that an unindexed foreign key constraint caused a heavy consumption on the database, resulting in deadlocks and a switch to a database recovery mode. |
| September 24, 2017 | 6:00 AM | 6:24 AM | 24 |
During a storage infrastructure upgrade planned within a scheduled maintenance window time frame in order to reduce customer impact, which was prior tested in the lab and performed successfully on other DCs, a defect related to the storage vendor upgrade process caused the servers related to this infrastructure to lose their connection, and required that all virtual servers affected be rebooted. The vendor has provided their initial RCA and identified that several parameters were changed erroneously during the automated upgrade process. |
Scheduled downtimes during maintenance windows in Q3 2017
|
Start Date |
Start Time [CET] |
End Time [CET] |
Duration (Minutes) |
|---|---|---|---|
|
July 9, 2017 |
12:15 AM |
2:30 AM |
135 |
| September 24, 2017 |
12:19 AM 05:00 AM |
3:04 AM 06:00 AM |
225 |
Total unscheduled downtime minutes during past 12 months
|
Quarter |
Total unscheduled downtime in Quarter (minutes) |
|---|---|
| Q4 2016 | 39 |
| Q1 2017 | 132 |
| Q2 2017 | 180 |
| Q3 2017 | 49 |
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 in accordance with 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.