Clarivate Support Center - Scheduled Maintenance Window April 2026
Overview
We will be updating the Customer Support Center with a refreshed look and feel that aligns with the Clarivate brand and supports additional products. This update will provide a more unified support experience.
During the scheduled maintenance window, the Support Center will be temporarily unavailable. Other Ex Libris and Innovative services will not be impacted by this activity.
What's changing?
For existing Support Center users, the overall functionality and workflows will remain largely the same.
This update introduces a refreshed interface aligned with Clarivate branding. Core activities such as case creation, case tracking, and communication with support teams will continue to work as before.
The following technical updates will be introduced:
- Notification email address - Support notifications will now be sent from SupportCenter@Clarivate.com or donotreply@clarivate.com instead of @proquest.com emails.
All automated notifications related to your support cases - including case creation confirmations, status updates, and closure notifications - will be sent from the new email addresses.
To be on the safe side, you may wish to notify your institutional IT team to add the new email address to your organization’s trusted or allow‑listed senders in your email mailing system.
- Change of default URL: The default Support Center URL will change.
From: https://support.proquest.com
To: https://supportcenter.clarivate.com.Both URLs will continue to work and will resolve to the same Support Center site until further notice.
This approach allows institutions time to update bookmarks, links, or allow lists where needed, without requiring immediate changes.The new URL will become the primary access point, and we recommend updating bookmarks and links to use it going forward.
What’s Not Changing?
- Continued access to the same support tools and resources
- Your cases, new and existing, will remain available after the update
- Support processes and tools remain the same once maintenance ends
- Case submission and all Support Center features will continue to function as usual once maintenance is complete
Maintenance Window
To complete these updates, the Customer Support Center will undergo a 48-hour maintenance window during the following timeframe:
| Region | Local Time - Start | Local Time - End |
|---|---|---|
| Melbourne | Saturday, 18 April 2026, 10:00 AEST | Monday, 20 April 2026, 10:00 AEST |
| Singapore | Saturday, 18 April 2026, 08:00 SGT | Monday, 20 April 2026, 08:00 SGT |
| Jerusalem | Saturday, 18 April 2026, 03:00 IDT | Monday, 20 April 2026, 03:00 IDT |
| Hamburg | Saturday, 18 April 2026, 02:00 CEST | Monday, 20 April 2026, 02:00 CEST |
| UTC | Saturday, 18 April 2026, 00:00 UTC | Monday, 20 April 2026, 00:00 UTC |
| Chicago | Friday, 17 April 2026, 19:00 CDT | Sunday, 19 April 2026, 19:00 CDT |
During the maintenance window, visitors to the Support Center will see a maintenance notification page.
Expected Impact and Communication Plan during the Maintenance Window
During the maintenance window, the Support Center will not be available.
This includes functions such as browsing and searching, submitting and managing cases, “Report to Ex Libris" from Alma and SFX, using chat, and accessing the Known Issues platform.
For the Innovative product users, the Knowledge Base will be affected by this activity and will be unavailable.
We will provide updates on the Status Page once maintenance is complete, or earlier if any unexpected issues arise.
Reporting an Ex Libris Product (such as Alma, Primo, Etc) System Down During the Maintenance Window
If you need to report a system down issue while the Support Center is unavailable, please contact the 24x7 Hub using one of the following options:
- Email: 24x7Hub@exlibrisgroup.com
- Additional phone contact options are available here (English only):
https://knowledge.exlibrisgroup.com/Cross-Product/Knowledge_Articles/What_procedure_should_be_followed_to_alert_Ex_Libris_of_a_system_down
Reporting an Innovative Product (such as Sierra, Polaris, Vega Suite) System Down During the Maintenance Window
If you need to report a system down issue while the Support Center is unavailable, please contact us through our phone system: +1-510-450-6344 (U.S. International)
- Additional global numbers are here: Information and Contact Us - III - Guest
- If you get voicemail, please leave a message, and we will call you back as soon as possible
Reporting a ProQuest Platform, Ebook Central, GIS, or Database System Down During the Maintenance Window
If you need to report a system down issue while the Support Center is unavailable, please contact us through our phone system: +1-800-889-3358 United States & Canada (toll free)
- Outside North America: +800-997- 4111 or +1- 734-707-2513
Thank you for your patience as we implement these improvements and deliver a more unified support experience.