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--- support:rca_doc_guidelines [2017/03/09 09:45] – mmcc
+++ support:rca_doc_guidelines [2021/06/25 10:09] (current) – external edit 127.0.0.1
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+====== RCA Document Guidelines ======
+Author: Michelle McCausland
+Root cause analysis documents or RCAs are requested by the customers following outages that may happen to applications. Once a formal RCA has been requested we are required to send this document to the customer within 20 business days of the incident being reported.
+RCA docs should be treated with a high importance and should be actioned as soon as possible following the incident in question.
+  * It is important to use the same template for each RCA to ensure consistency. This can be found in the Dropbox folder or acquired from a member of the team.
+  * It is also highly important that you check the doc for customer specific references and ensure it is being sent to the correct customer!
+  * The RCA doc should always be reviewed by someone more senior before sending to the customer.
+  * The RCA doc should be sent to the customer in PDF format only.
+  * RCAs should be stored in the Dropbox in the Documentation folder for the appropriate customer.

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