Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Clarivate customers on Higher-Ed Platform AP01 and AP03.

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 Clarivate is taking to avoid similar cases in future.

Effected Products   

HEP AP01 ; HEP AP03

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma AP01 and AP03 instance at the Singapore Data Center during the following dates and hours:

April 14, 2026, from 05:57 AM until 07:58 AM SGT.

During this time, the service was unavailable.

Root Cause Analysis

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

Customers experienced a period of service disruption due to routing preference inconsistencies on our primary vendor's network, which caused traffic to remain on a degraded path despite our initial attempts to fail over to our secondary vendor. While an initial Network registry modification was attempted and safely rolled back when it yielded no impact, the core issue was ultimately traced to local preference and path selection configurations on the primary vendor's devices that hindered a complete transition. To resolve the event, we collaborated directly with the primary vendor to adjust their local preferences and implement route prepending, which successfully forced all traffic over to our stable secondary vendor, where services will remain while troubleshooting continues.

Technical Action Items and Preventive Measures

Clarivate has taken the following action and preventive measures to avoid such an occurrence in future:

• Execute Safe Failover Testing: We are scheduling a dedicated maintenance window with our network team and the primary vendor to rigorously review routing policies and validate failover reliability without risking production stability.

• Implement Vendor-Specific Safeguards: Pending the conclusion of our ongoing root-cause investigation with the primary vendor, we will implement targeted preventive measures to ensure their routing inconsistencies cannot cause incomplete failovers in the future.

• Deploy Automated Validation: Based on the final findings of the root-cause analysis, we will introduce new automated validation checks designed to instantly confirm failover success across all affected network routes.

Customer Communication

Ex Libris 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.