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.