Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  August 3, 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.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Primo MT EU01, EU02 , EU03, EU04, EU05, TC EU00 and TC EU04 (ICC) instances at our European Data Center during the following time period:

September 22, 2025 from 11:00 AM until 11:15 AM Amsterdam time. 

And 

September 22, 2025 from 12:01 PM until 12:19 PM Amsterdam 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:

High CPU usage on one of our Network devices caused disruptions to the services in the Data Center. Our engineers took some re-routing measures to resolve the issue.  

During this disruption we have experienced a technical issue that prevented posting our updates to you via the Status Page, our live communication tool. We have taken immediate measures to assure its stability onwards and will continue to do so as we value transparency and real time updates. We apologies for this experience.

Technical Action Items and Preventive Measures

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 understand the sudden increase in usage and to ensure efficient CPU usage and improved performance. 

• Clarivate’s network team creates some optimization on the device’s configuration.

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.