Summon - RCA - November 29, 2016

Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on November 29, 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 Summon instance at the during the following hours:

November 29, 2016 from 3:50AM until 4:15AM Pacific time zone

Event was identified by the 24x7 monitoring. During the event, Summon s overall capacity was impacted, and queries to the service were unable to complete, resulting in service not available error messages.

Root Cause Analysis

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

One of our servers experienced a deadlock, rendering the application unresponsive, with the remaining servers struggled to handle the load.

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 has expanded the hardware resources available to the environment. The additional hardware will minimize the potential for impact on the service in similar cases in the future.
Ex Libris has trained the team on recovery procedures for quicker recovery

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
December 6, 2016	Initial Publicaiton