RapidILL Uptime Report - 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 twelve (12) months. The report measures our performance as defined in the Service Level Agreement.

Uptime Report

The uptime measured on a rolling 12-month basis from July 2023 to June 2024 is 99.88%.

The uptime measured on a rolling 3-month basis from April 2024 to June 2024 is 99.57%.

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

[CDT]

End time

[CDT]

Duration (minutes)

Description

July 18-19, 2024

23:50 PM

09:16 AM

566

The event impacted Ex Libris products and services that are using Windows servers that are running CrowdStrike Falcon.

These products and services were affected by the defective Falcon content update for Windows hosts. See here additional details.

Our engineers and subject experts quickly understood the magnitude of the event and acted with sense of urgency to locate all affected services and apply relevant remediation steps, and communicated this to customers through our status page and support channels.

Ex Libris has taken the following measures to improve our event management in case of such wide scale outages.

Internal procedures have been fine-tuned and updated.
We have implemented improvements to internal monitoring tools, flows and processes.

Scheduled downtimes during maintenance windows in Q3 2024

Start Date

Start Time

[CDT]

End Time

[CDT]

Duration (Minutes)

Total unscheduled downtime minutes during the past 12 months

Quarter	Total unscheduled downtime in Quarter (minutes)
Q4 2023	36
Q1 2024	16
Q2 2024	0
Q3 2024	566

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.