The Guide for System-Component Down Situations
- Product: All products and versions relevant
What should I do when I suspect a System-Component Down is happening for one of my Clarivate products (such as Alma, Primo)?
Background
Clarivate Development tests (QA) new releases extensively so most issues in the Product code are caught in early stages. Clarivate Cloud department takes proactive maintenance steps to ensure the quality of our Data Centers. System-Component Down (sometimes called System Down) issues can happen due to interactions within the product, or external reasons such as a new release of a major browser or security updates in HTTPS sites.
The 24x7 Hub team is responsible for constantly monitoring the hosted environment for your products. They are able to catch many System-Component Down issues quickly and publish the information to the System Status Page for tracking.
Sandboxes and Premium Sandboxes are not treated as System-Component Downs, so if you have an issue with these environments, open a case in the Support Center as a High priority and note that it is a Sandbox or PSB system down level issue.
If you notice or receive a report of a System-Component Down level issue:
- Make sure you can reproduce it, and confirm that it looks like a System-Component Down
. - Open the System Status Page and search for your product and hosted environment name to see if the 24x7 Hub is already aware to this issue.
- A green check box means nothing has been reported or identified. Hover your cursor over the "Current Status" field. Any information will be in the hover text that appears.
- Click the "Login" field to subscribe to notifications about the status of the environment.
- If nothing is published on the System Status Page, some customers will share known outages via the Product List Servs.
- Create a new Support Case, as explained here.
- If you need to report a System-Component Down issue, but the Support Center is unavailable to you, use one of these options to contact the 24x7 Hub:
- Send an email to pq-24x7_hub@clarivate.com.
- Call the 24x7 Hub. List of Phone Numbers is available here.
- If the 24x7 Hub determines the issue you reported does not qualify as a system down, or if the issue is mostly solved but further investigation is needed, they will send the case to the appropriate Product Support team (for example Alma Global Support Team). If the issue is completely solved, your case will be closed by the 24x7 Hub.
- The 24x7 Hub will publish a Root Cause Analysis (RCA) within 7 business days. If your case is set to status Resolved, it will not be updated to status Closed until after 7 business days. You will be able to make sure the RCA is published while it is still possible to update and reopen the case if you have further questions.
- The RCA reports are published to the Product Materials section for each product in the Knowledge Portal. For example, see here the RCA reports for Alma, or here for Polaris and Sierra. Important: We do not update the cases that the RCA has been published but it is possible to add a comment to the case (or open a new case) if the RCA has not been published after 7 days.