Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
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.

Affected Products  

HEP EU00, EU01 and EU02

Event Timeline

Service degradation and slowness was experienced by Clarivate customers served by the EU00, EU01 and EU02 instances at the Amsterdam Data Center during the following time periods:

May 17, 2026, from 11:02 AM until 2:06 PM CEST.

During this time frame there were workflow delays, and intermittent Service degradation.

Root Cause Analysis

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

The issue was related to a network disruption affecting core infrastructure components. While the exact triggering condition is still under investigation with our internal teams and partners, mitigation actions were applied to stabilize the environment.

Service was fully restored following failover procedures within the network infrastructure, after which customer validation confirmed recovery.

Technical Action Items and Preventive Measures

We have taken the following action and preventive measures to avoid such an occurrence in future:
•    Continue deep root cause analysis with our vendor and internal network teams to determine the exact trigger.
•    Enhance our network monitoring capabilities to detect performance degradation earlier and provide faster visibility into underlying network issues.
•    Review and optimize failover mechanisms (including firewall and ISP failover scenarios) to ensure automatic and reliable activation under fault conditions.

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.