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

Service disruption was experienced by Ex Libris customers, served by the NA04, NA05, NA06 and NA07, instances at our Seattle Data Center during the following time period:

September 24, 2025 from 2:15 AM until 4:17 AM Seattle time.

During the event, Service was unavailable for the environment.

Root Cause Analysis

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

Due to a technical issue by an Internet provider, the Internet line from our Datacenter in Kent, Seattle, went down.

As the issue was intermittent during the above timelines, the automatic failover was not triggered, Our Network engineers failed over to the secondary internet provider to bring the datacenter back up.

Technical Action Items and Preventive Measures 

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

• Work with the ISP to create a better communication flow for such events.

• Improve the automatic ISP failover mechanism to reduce the downtime in future ISP failing events.

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.