The service disruption was caused by an unexpected connectivity failure at the Data Center level, stemming from instability on our primary ISP line. While the system initially appeared to self-recover, subsequent intermittent failures led our team to investigate the load balancer infrastructure; however, after performing a reboot and a failover of the load balancer without success, we identified the ISP as the source of the intermittent contention. We successfully mitigated the issue and restored full service by executing a manual failover to our secondary ISP provider.

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

Engaging directly with our ISP vendor to conduct a deep-dive analysis into the line failure and ensure the underlying circuit issues are fully resolved.
 Reviewing and updating our internal monitoring protocols to ensure that ISP-level alerts are immediately surfaced and prioritized to reduce detection time.
 Analyzing the impact of ISP instability on our load balancing layer to improve how our systems automatically respond to external network fluctuations.
 Streamlining the failover process between ISP providers to ensure a more rapid transition during primary line degradation.

While our initial automated alerting indicated a potential Internet Service Provider (ISP) disruption, the underlying fault spanned multiple infrastructure layers. Because these initial symptoms masked the true issue, it regrettably led to three separate service interruptions before the actual root cause was identified through escalating the investigation across multiple specialized teams to resolve these conflicting initial root cause, our engineering team subsequently determined that the true cause of the interruption was an unexpected CPU load spike on our core firewall infrastructure.

This severe resource exhaustion forced all of our secure VPN tunnels to disconnect, which successfully isolated the issue but halted critical traffic flowing into and out of our Data Center. To stabilize the environment and restore your connectivity once the exact hardware was identified, our engineers immediately applied targeted system adjustments to alleviate the processing load. We are currently analyzing the underlying network logs to understand the exact origin of this load, including a thorough evaluation to determine if it was triggered by an anomalous external traffic event.

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

We are actively partnering with our network hardware vendor's support engineering team to conduct a deep-dive investigation. This includes a full forensic review of the inbound traffic to definitively identify the trigger of the CPU spike and rule out malicious intent.

 We have applied targeted configuration updates to our core firewalls to optimize traffic processing and enforce stricter resource allocation. These enhancements are designed to better distribute the processing load and safeguard against similar resource exhaustion while the formal investigation concludes. Analyzing the impact of ISP instability on our load balancing layer to improve how our systems automatically respond to external network fluctuations.

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