Information Security Policy 

Clarivate has an Information Security Policy that provides a security framework based on ISO 27002 to ensure the protection of Ex Libris information from unauthorized access, loss or damage. The policy provides details regarding:  

• Risk management 

• Information Classification 

• Access Control 

• Patch and Change Management 

• Data Encryption 

• Data retention and destruction 

• Business Continuity 

• Configuration and change Management 

• Network Operations 

• Continuous Monitoring 

• Asset Management 

• Human resources security 

• IT Security  

• Security and Privacy Awareness Training 

• Security and Privacy Incident Response 

Access Control

Clarivate has an Access Control process to ensure that personnel are positively authenticated and authorized prior to being granted access to information resources. Access to information resources will be controlled through a managed process that addresses authorizing, modifying, and revoking access, and periodic review of information system privileges, to ensure that only approved, documented, and tested activities are allowed in the cloud environments. 

General

• Identify and access management (IAM) should be managed through centralized and approved IAM systems (e.g., Active Directory, TACACS). 

• Passwords must never be written down or stored unencrypted 

• Users should never share or reuse passwords between personal and work-related applications and systems.  

• If a password becomes common knowledge, it must be changed immediately.  

• First-time passwords must be created with a random password generator and must be changed upon initial log-in.  

• Default passwords must be changed immediately. 

• Passwords must remain encrypted or hashed in storage and in transit.   

• Certain applications or systems may not be capable of enforcing all of the aforementioned password settings. System Administrators should enforce all of the aforementioned settings where the system provides the functionality.  If the functionality to enforce the aforementioned password settings is not in place, the System Administrators must identify, document, and obtain approval of compensating controls in place to reduce the risk of a potential compromise to an acceptable level.  

• All internal Ex Libris system user accounts, such as e-mail, workstation, and server accounts, where passwords are composed of twelve (12) complex characters, will be changed at least every 180 days. Non-Ex Libris systems, such as third party products, that cannot comply with 12 complex character passwords, must be 8 complex characters long and will be changed at least every 90 days. 

• Password history - at least 10 change cycles before a password can be reused  

• Lockout – user accounts are blocked after 10 consecutive failed password entries, for 6-8 hours 

When selecting and passwords, users must adhere to the following: 

• Password Complexity will be 3 out of 4 of the following: 

  • uppercase characters. 

  • lowercase characters. 

  • numeric digits. 

  • punctuation, or Unicode characters (for example,  !@#$%^&*()_+|~-=\`{}[]:";'<>?,./)אßڑ), including spaces. 

• Passwords should not be a non-trivial combination e.g., first and last name 

• Passwords should not be a word in any language, slang, dialect, or jargon  

• Do not use the product name or a name that someone can easily guess as the system-level privileged account name. 

• Should not be based on personal information 

• Should not be the same as the user ID or blanks  

• Do not use the product name or a name that someone can easily guess as the system-level privileged account name. 

Physical access to the data center is restricted. All physical access activities will be logged and monitored. Physical access to the Ex Libris offices will be granted to individuals based on access IDs and business need. Only authorized users will be provided access to information resources. Personnel will be positively identified, following a rigorous login process, and adhere to defined standards before gaining access to information resources. The allocation of privileged access rights, which allow users elevated access privileges, are audited and documented. When contractual relationships change with external and third parties who have access to systems, services and facilities, or when the contract expires, access rights and privileges are updated appropriately in a timely manner. All sessions to a production server will only be made through the access control system, ensuring that the user, the activity, and the access channel are properly controlled.  Remote access to Ex Libris Cloud will be via VPN.  Wireless connections are prohibited in Ex Libris Data Centers.  

Workstations with active applications accessing confidential information will be logged-off or locked when unattended. Accounts are disabled when no longer needed.  Where possible, default vendor accounts and or passwords will be disabled or changed immediately. 

Access Control System 

In order to increase monitoring and enforce our access control policies, Ex Libris utilizes an Access Control System, a privileged account security solution that performs the following: 

• The access control system is the only focal point through which access to the Ex Libris cloud servers can be made. 

• The access control system validates if the user is authorized to access the server. 

• The access control system restricts access according to predefined user and policy restrictions. 

• Throughout the user’s activity on the server, the tool checks and enforces that only approved activity on the server is performed. 

• Any session to a production server can only be made through the access control server (i.e., from the authorized Ex Libris employee to the access control system and from the access control system to the server). This way, the access channel itself is controlled. 

• All the data related to access rights, credentials, etc. are stored encrypted. 

• The predefined sensitive operation activity sessions are recorded and tracked for review. 

Ex Libris Security personnel review a correlated audit and compliance report daily. Any suspicious activity, potential violations or unauthorized access is handled immediately according to the Ex Libris Security incident response policy. These audit and compliance reports contain information that enables Ex Libris to track safe activities in order to meet audit requirements, including privileged accounts compliance status, entitlement reports, and activities logs. 

Asset Management

Clarivate has an Asset Management process that describes the activities related to managing devices and software assets, that potentially process customer or personal data.  All assets will be appropriately managed to: 

• Ensure asset ownership and responsibility. 

• Track assets through their lifecycle. 

• Ensure that asset information is accurate. 

All new assets will be registered and recorded. During the asset registration process, the asset will be assigned to an owner.  

When the asset lifecycle is completed, the asset will be disposed of in accordance with the Information Security Policy.  Care will be taken to ensure that all Company Confidential information has been erased from the asset. 

IT Security

Appropriate safeguarding mechanisms must be exercised to keep IT Resources and information secured and protected from being lost, from unauthorized access and/or misuse e.g. the User shall keep all passwords and access data, safe and secure. 

• Clean Desk and Clear Screen.

• Password management enforcement – Complexity, Age.

• Malware Protection.

• Authorizations for Information System Use - other user rights are granted based on "least privilege" and "need to know" principles. Users may not bypass information system security controls.

• Strict of removable device.

• Trainings.

• Mobile Computing and Remote Access.

Data Retention

Clarivate has a Data Retention process to ensure that necessary records and documents are adequately protected and maintained and to ensure that records that are no longer needed by Clarivate or are of no value are discarded at the proper time.  

Clarivate has a Data destruction process policy for handling obsolete data based on the NIST 800-88 standard. These procedures are also applied if a customer decides to stop using Ex Libris’ services. Disks and tapes are destroyed once they are no longer needed. Tapes are overwritten with the next use. CDs that are no longer needed are destroyed by a CD/ DVD data crusher or shredder. All storage devices that may need to be used again are cleaned by data wipe software. 

Enforcement Standard 

Clarivate has instituted an Enforcement Standard. Clarivate reserves the right to determine what situations require enforcement action and what course of action should be taken, as permitted by law. Enforcement actions are determined based on the severity of the violation. Multiple violations and the effective period determine the enforcement actions taken.  

Responsible Disclosure  

Clarivate has a Responsible Disclosure Policy that encourages employees and customers to identify and report to Clarivate, in a responsible manner, any vulnerability, security or privacy issue that a user may find during the use of Ex Libris’ services. In all cases, any issues found should be promptly reported to Clarivate and may not be abused, exploited or shared.  

To report a vulnerability found in an Ex Libris service, submit your vulnerability report as soon as possible after discovery.  This can be done by privately sharing details of the suspected vulnerability by sending an email to Hackerone@clarivate.com  
Providing full details of the suspected vulnerability enables the Clarivate security team to validate and reproduce the issue. 

Any report submitted in relation to this Responsible Disclosure Policy will be handled with great care with regard to the privacy of the reporter. We will not share your personal information with third parties without your permission unless we are legally required to do so. 

Risk Management

Clarivate has a Risk Management standard for identifying and managing risks so that all risks are remediated, mitigated, transferred or accepted. Clarivate conducts a risk assessment based on NIST on an annual basis to identify risks and meet regulatory and contractual requirements. 

Security patches and vulnerability assessment process 

Clarivate has a security assessment process for security patches, vulnerabilities and third party software components used with Ex Libris products. Clarivate continuously monitors and evaluates the security of Ex Libris products, as well as third-party releases and patches. This ongoing monitoring ensures a fast response when security issues arise. 

Vulnerabilities found in Ex Libris products and all new security patches are assessed and categorized according to their severity using the Common Vulnerability Scoring System (CVSS), an industry standard for assessing the severity of computer system security vulnerabilities (https://www.first.org/cvss/v4-0/). 

Ex Libris will update customers on security issues. Security advisories will be published in the security zone, in the Ex Libris Knowledge Center. Ex Libris encourages all customers to review the registered security advisories to ensure that the right person receives the security information. 

Ex Libris will issue technical notes concerning security patches and certified products. The technical notes will be posted on the Ex Libris Knowledge Center. 

Data Classification Standard

Clarivate has a Data classification standard to ensure that information is protected at an appropriate level. This policy applies to all Ex Libris information, in all forms, including but not limited to paper, electronic, and voice. Equipment, information and software, regardless of its form or storage medium, must always be kept physically secure and controlled, in accordance with Clarivate Data Classification standard.  

The level of classification is determined based on the following criteria: 

• Value of information as identified during risk assessment. 

• Severity and criticality of information - based on the probability and/or the likelihood against the information that is defined the criticality.  

• Legal and contractual obligations - based on the Ex Libris legal counsel requirements. 

There are three classification levels: 

• Public 

• Internal  

• Confidential 

Information assets will be labeled to reflect their classification level. The policy also specifies that data must be deleted in accordance with the NIST 800-88 standard for clearing and sanitizing data on writable media. 

Clarivate Employee Acceptable Use Standard 

Clarivate has an Acceptable Use Standard to define clear rules for the use of the information systems and other information assets. The use of removable media is prohibited.  Antivirus software is installed and activated on each computer with automatic updates enabled. Access to information systems and assets is restricted only to individuals granted access. Permissions are based on the user’s job responsibilities. Users may not share their credentials or access privileges with others. All employees receive IT security awareness training at least annually. 

Software Development Life Cycle (SDLC)  

Clarivate has a Software Development Life Cycle to provide a methodology to help ensure the successful implementation of systems that satisfy Clarivate strategic and business objectives.  

Policy Goals: 

• Deliver quality systems which meet or exceed customer expectations when promised and within cost estimates. 

• Provide a framework for developing quality systems using an identifiable, measurable, and repeatable process. 

• Identify and assign the roles and responsibilities of all involved parties, including functional and technical managers, throughout the system development life cycle. 

• Ensure that system development requirements are well defined and subsequently satisfied. 

Development is performed in a dedicated network zone, separate from quality assurance and production. 

The Information Security Team manages the security vulnerabilities, identifying, managing and minimizing security vulnerabilities by code fix or configuration change. Clarivate has a security patch standard including evaluation and definition of the severity. 

Change Management

In order to prevent an unauthorized change in the cloud environment and maintain the high level of service to our customers, Ex Libris has implemented change management procedures so that all activities are recorded, documented, scheduled, and approved for both planned and unplanned changes. Every change in cloud production servers must follow the following procedure: 

• Planning stage – document and test procedure. 

• Approved cycle of procedures - at least 4 eyes approval principle. 

• Coordination and notification 

• Execution in maintenance time 

• Documentation 

In case of an urgent change the same process for approval, testing and documentation will take place, however it will be done immediately following the notification of such a change. 

The Hub 24x7 NOC/SOC and Cloud teams are continuously monitoring and auditing the process. 

The Information security team  validates enforces and audits the procedure, as part of the ISO audit and certification process that all security measures are in place. 

Incident Management

In case a security breach has occurred, a customer's data has been compromised or accessed by an unauthorized person, Ex Libris notifies the customer as soon as reasonably practicable (and in any event, within 24 hours), according to the Incident Response Policy. 

As part of the Ex Libris security incident response policy, Ex Libris is committed to take prompt action to investigate the incident, mitigate any harm stemming from the incident, and take action intended to prevent any similar incidents from occurring, including, without limitation, the installation of appropriate patches or software fixes as soon as reasonably practical. 

After Ex Libris has determined that a security breach has occurred or that customer data has been compromised or accessed by an unauthorized person, Ex Libris shall: 

• Notify the customer within 24 hours or sooner if reasonably practical. 

• Take prompt action to investigate the incident and mitigate any harm flowing from the incident. 

• Assist the customer to make any required notifications to third parties. 

• Take prompt action to prevent any similar incident from occurring, including, without limitation, the installation of appropriate patches or software fixes as soon as reasonably possible. 

Continuous Monitoring of Security Controls

• Security checks
• Security reviews
• Application security vulnerability scans
• Third-party patching
• Scan of network vulnerabilities

Ex Libris Monitoring System

Monitoring cloud operation is at the heart of providing a high level of service. Ex Libris monitoring is built on a multi layered concept. 

Monitoring multi-layered conceptual architecture systems include multi-systems that monitor the services inside and outside the Data Center, to validate that services are running with the best performance indicators. 

Ex Libris Backup System

Ex Libris maintains a well-developed backup plan consisting of multiple snapshots per day, including a full daily backup. The backups are made to a disk, a reliable backup media, and are stored in a remote secured location. This ensures that, at any point in time, in case of a local disaster, Ex Libris has a secure copy of the data readily available. On a regular basis, Ex Libris performs system backups of application, database and storage files. All backup files are retained for 10 weeks. The privacy controls in practice at Ex Libris are enforced for all backup files. 

• On-site backup – Full backups of the OS platform, application, and customer data are performed at least daily (multiple snapshots are taken during the day for critical services/systems) using storage snapshot technology. The backups are kept for one week on-site (not on separate disks) on highly available storage arrays. The snapshots are automatically mounted with specified access restrictions managed by the operating system in a specified set of directories that allows for an easy and immediate restore of the data at any time by Ex Libris authorized personnel. 

• Off-site backup – Full backups of the OS platform, application and customer data are performed daily using replication technologies over a dedicated and private secured network connection, from the primary data center to an off-site backup location using the same storage technology as at the primary location. Subject to the privacy controls in effect, Ex Libris maintains the off-site backup locations in the same territory (NA, EMEA, and APAC) as the primary locations with a sufficient best practice physical distance. The backups can be restored to the main data center 24x7 by Ex Libris authorized personnel. The backups are kept at the offsite backup managed locations. 

The restore procedures are tested monthly to ensure rapid and successful restoration in case of data loss or corruption. Additionally, a full copy of the data is maintained at a remote secured location. 

Ex Libris Data Center Network Diagram

Ex Libris Data Center Network – Security controls at Ex Libris data centers are based on standard technologies and follow international standards. The physical, network, and operational security controls are constructed to eliminate the effect of single points of failure and to retain the resilience of the computing center. For more information about the location, please visit the Trust Center. 

Wireless is not allowed in any Ex Libris data center. 

RefWorks and funding solutions (Pivot and Research Professional) are hosted in a public cloud 

Ex Libris maintains data centers around the world and has established second data centers in each of the following regions: 
The United States, Europe, and Asia Pacific, in addition to the existing regional data centers. For more information, see Ex Libris Establishes New Second Data Centers in Three Regions. 

Security Layered Protection Approach

Ex Libris implements a layered protection process for ongoing and pro-active protection.

Report a Security Concern

We employ a Chief Information Security Officer (CISO) who is the contact person for security issues and a Chief Privacy and Compliance Officer for privacy and compliance issues. A dedicated security team works alongside the Cloud Services team and investigates all reports of security vulnerabilities affecting Ex Libris products and services. If you have a security concern, please contact us. 

For any security-related questions or issues, open a support CRM case or contact the Ex Libris Security Officer at SecurityOfficer@exlibrisgroup.com. 

Ex Libris System Status Page

Customer Responsibilities

In order to make sure you benefit from Ex Libris cloud services, your local environment needs to be set up correctly to allow for a smooth start with our cloud-based solutions: 

• Maintain the connectivity (with acceptable bandwidth) of the workstations and end users to the internet, including network connectivity to the programs and connectivity between the programs and your local applications. 

• Work according to the Customer Appropriate Usage Statement (Appendix A: Rules of Behavior). 

• Create and maintain firewall settings and open required ports that permit access to the programs. 

• In some cases (such as after a MetaLib KB update), technical involvement from the customer may be required. 

• In the event of a service interruption, open a system down support CRM case, or contact the Ex Libris 24x7 Hub. For any other issues, open a support CRM case. For more information, see the Salesforce CRM Customer Portal Documentation. 

Appendix A: Rules of Behavior

Record of Changes

Revision Control

Document Distribution and Review

The document owner will distribute this document to all approvers when it is first created and as changes or updates are made. This document will be reviewed and updated annually or upon written request by an approver or stakeholder. Questions or feedback about this document can be directed to the owner or a listed approver