Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Clarivate customers July 22, 2026.

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

Higher-Ed Platform NA04, NA05, NA06, NA07, NA08

Event Timeline

Service interruption was experienced across multiple HEP environments hosted in DC01 during the following timeframe:

July 22, 2026, from 08:17 AM until 08:42 AM PDT.

During the event, some systems were intermittently unavailable for all or part of this timeframe, with services restored automatically as connectivity recovered.

Root Cause Analysis

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

Customers experienced short, intermittent disruptions while accessing impacted applications. Our engineers identified a temporary loss of network connectivity between data center environments, while the underlying provider circuits and connections remained healthy throughout. Connectivity was restored automatically, the affected network paths re-established, and all services returned to normal operation without the need for manual intervention. Initial analysis points to an internet routing disruption affecting specific network paths outside our providers' core infrastructure.

Technical Action Items and Preventive Measures 

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

• We are continuing to work with our Network providers to obtain further detail on the transient routing event and to confirm the underlying cause.

• We are reviewing available network telemetry and monitoring data to identify additional evidence and strengthen future diagnosis.

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.