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.