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    Primo Central - RCA - May 16 2016

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo Central service interruption experienced by Ex Libris customers on May 16,2016

     

    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 Primo Central instance during the following hours: 

     

    May 16, 2016 from 10:38PM until May 17, 2016 12:26 AM Chicago Time Zone

     

    During the event, the service was unavailable for all customers using Primo Central.

    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

     

    A code defect causing a Primo Central configuration error and preventing the system from being able to provide results.

    Technical Action Items and Preventive Measures

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

    • Once identified the specific element causing the error was restored - allowing the service to restored
    • Code correction is planned for upcoming releases

    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/

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