campusM EU01 - RCA - November 18, 2024

Introduction

This document serves as a Root Cause Analysis for the campusM EU01 service interruption experienced by Ex Libris customers.

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 EU01 instance at the Amsterdam Data Center during the following times: November 18th, 2024 from 10:02 until 10:15 Amsterdam time.

During the event, The service was unavailable.

Root Cause Analysis

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

The cause of the outage was a database failure caused by an internal bug in Oracle DB, which overwhelmed the database, leading to its temporary unavailability.

The environment recovered by itself without external involvement.

Technical Action Items and Preventive Measures

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

  • Ex Libris Engineers have optimized the Database to handle such spikes, prevent this happening in the future.

  • We continue to monitor the overall environment performance.

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.