Introduction

This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on September 24, 2025.
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.

Effected Products

Higher-Ed Platform NA04, NA05, NA06 and NA07

Event Timeline

On October 7, 2025 from 9:36AM to 10:59 Pacific Time customers hosted on environments NA04, NA05, NA06 and NA07  experienced performance issues and slowness

Root Cause Analysis

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

Due to a technical problem with the local ISP serving our Kent, Seattle data center, the connection experienced high error rates, leading to performance degradation and slower response times.

Technical Action Items and Preventive Measures 

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

• Ex Libris reported the issue the ISP and the provider resolved the issue.

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

•  Clarivate’s Network team is working with the vendor to get a report on what caused the performance issue and steps to both mitigate this from happening again and review their monitoring protocols.

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.