Polaris DC07 - RCA – October 24, 2026

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Clarivate customers.

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 Clarivate is taking to avoid similar cases in future.

 

Event Timeline

Customers hosted in Clarivate's Sydney Data Center including Polaris DC07 environment experienced a service interruption due to an extended maintenance activity.

  • 22:00 AEDT, Saturday, October 24, 2026 – Planned maintenance activity commenced.
  • 06:00 AEDT, Sunday, October 25, 2026 – Scheduled completion time for the maintenance activity.
  • During the maintenance window, an unforeseen technical issue was encountered during cabling work, extending the maintenance window by approximately 5 hours and 46 minutes.
  • 11:46 AEDT, Sunday, October 25, 2026 – The technical issue was resolved, and all maintenance activities were successfully completed. Services returned to normal operation.

 

Root Cause Analysis

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

The planned maintenance activity exceeded its scheduled duration due to technical issues encountered during cabling work performed by an external service provider. Additional troubleshooting and remediation were necessary to address the issue, resulting in an extension of the maintenance window.

The external service provider successfully resolved the cabling-related issue, enabling the remaining maintenance activities to be completed. Upon completion of the maintenance work, services returned to normal operation.

 

Technical Action Items and Preventive Measures

  • For future reorganization activities, an extended maintenance window will be scheduled to allow sufficient time for cabling work and troubleshooting. The activity will be planned and coordinated in advance to ensure it takes place during a low-usage period, minimizing customer impact.

 

Customer Communication

Clarivate 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.