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<p class="MsoNormal">Please find the incident summary report for the partial outage on 1/20/16 is below. Reach out to your Engagement Manager if you have any questions or concerns.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal" style="line-height:115%"><a href="http://app.learn.ellucian.com/e/er?utm_campaign=201301%20Global%20Inspire%20Awards%20Email%20ADD&utm_medium=email&utm_source=Eloqua&s=1855015449&lid=10&elq=e8c900450bcb466eb9e980e5be646947" title=""Ellucian" "><span style="font-size:12.0pt;line-height:115%;font-family:"Times New Roman","serif";color:blue;text-decoration:none"><img border="0" width="824" height="153" id="_x0000_i1031" src="cid:image006.jpg@01D157A5.D7323FF0"></span></a><span style="font-size:12.0pt;line-height:115%;font-family:"Times New Roman","serif""><o:p></o:p></span></p>
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<b><span style="font-size:13.5pt;font-family:"Arial","sans-serif";color:#780C51"><br>
ELLUCIAN CLOUD SERVICES DATA CENTER</span></b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:black"><br>
<br>
</span><b><span style="font-size:12.0pt;font-family:"Arial","sans-serif";color:#780C51">Incident Summary Report</span></b><b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51"><o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif";color:#780C51"><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span lang="FR" style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif";color:#780C51">Incident Date:
</span></b><b><span lang="FR" style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">1/20/2016</span></b><b><span lang="FR" style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""> 11:31 p.m. (EST) – 11:47 p.m. (EST)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span lang="FR" style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">
<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif";color:#780C51">Confidentiality<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">Distribution of this document is limited. Access should only be granted to those with a business related need-to-know. If you have
any questions pertaining to the distribution of this document, please contact your Engagement Manager.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51">Issue Summary/Time Frame<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">1/20/2016</span></b><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""> 11:31 p.m. (EST) – 1/21/16
12:06 a.m. (EST)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">On 1/20/16 at
<b>11:31 p.m. (EST), </b><span style="color:black">the production SaaS Recruiter environment in AWS experienced a partial outage lasting approximately 16 minutes.
</span>Within 9 minutes of customer environments alerting, the restart started. <o:p>
</o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">On 1/20/16 at
<b>11:47 p.m. (EST)</b>, restarts completed and all services were restored. Technical teams continued to validate that there were no other issues.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">On 1/21/16 at
<b>12:06 a.m. (EST)</b>, technical teams confirmed that all services were fully restored as of 11:47 p.m.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">INC001115106
</span></b><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif"">was created to document this incident.<b><o:p></o:p></b></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51">Resolution<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:black">Services were restored
</span><span style="font-size:10.5pt;font-family:"Arial","sans-serif"">after the automatic restart of the affected app pools.<b><span style="color:#780C51"><o:p></o:p></span></b></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51">Root Cause<o:p></o:p></span></b></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif";color:black">An internal health check in the application layer failed, causing an automatic app pool restart to resolve the detected
deadlock issue. Technicians will continue troubleshooting and reviewing logs to help determine the root cause of the deadlock.<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.5pt;line-height:115%;font-family:"Arial","sans-serif";color:black"><o:p> </o:p></span></p>
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<b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51">Contact:</span></b><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:black"> If you have any questions or concerns about this notification, please contact
your Engagement Manager.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:black">Thank You,<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51">Your Ellucian Cloud Services Team<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-family:"Arial","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:13.5pt"><span style="font-size:10.5pt;font-family:"Arial","sans-serif";color:#780C51"><o:p> </o:p></span></p>
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