APAC Data Center - RCA - October 28, 2018

Confidential Information, Disclaimer and Trade Marks

Introduction

This document serves as a Root Cause Analysis for the interruption of campusM instance at the APAC Data Center experienced by Ex Libris customers on October 25th, 2018.

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 at the APAC Data Center during the following hours:

October 28th, 2018 from 7:18 AM until 7:28 AM SGT time

During the event, the service was unavailable for the environment.

Root Cause Analysis

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

Planned internet network activity to the backup site performed by an Ex Libris' vendor caused a complete loss of network connectivity to the Singapore Data Center.

Technical Action Items and Preventive Measures

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

  • The procedure for reviewing the vendor’s planned activity has been improved and customers will be notified (via the status page) of such changes

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.

Publication History

Date Publication History
November 6, 2018 Initial Publication
February 14, 2019 Update