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.