This article provides a structure and timeline on how we communicate RCAs to customers after an in-scope incident is resolved and to ensure consistency on managing customer expectations.
In-scope incidents include:
Unplanned outages lasting longer than 15 minutes
Performance or service degradation lasting longer than 15 minutes
Maintenance windows that last longer than the projected duration by 15 minutes
Incidents not covered include:
Outages caused by the customer
Outages caused by 3rd party products outside of Fen-X
AWS service issues
Fenergo Customer Support serves two different RCA notifications to the affected customers: Preliminary RCA and Detailed RCA. Preliminary RCA is typically created soon after the incident is closed and contains information on initial findings and event timeline. Detailed RCA is typically created days after the incident is closed following a complete technical investigation of the event by the Fen-X Engineering team. Detailed RCA contains greater detail including specific root cause analysis (RCA) and corrective actions. See below for the characteristics of the Preliminary vs Detailed RCA.
Preliminary RCA
Brief event narrative
Type of event (unplanned, performance degradation, or other)
Event timeline including impact start and service restored time
Services impacted
Please note that Preliminary RCA will only be provided if possible.
Detailed RCA
Detailed event narrative
Type of event (unplanned, performance degradation, or other)
Event timeline including impact start and service restored time
Services impacted
Affected applications and systems
Root cause analysis (RCA)
Impacted and involved parties
Corrective actions and corrective actions timeline
The following table outlines the RCA Process Detail in full. Please note that the timings are estimates and are not guaranteed SLA’s for RCA delivery.
Ref | SLA on RCA | Stage | Overview | Description | Responsibility |
OLA1 | Within 24 hrs if possible | Preliminary RCA
|
| Provide preliminary RCA
| Engineering/ Customer Support |
OLA2 | Within 5 days | Diagnosis |
| Setup internal RCA meeting | Customer Support |
OLA2 | Within 5 days | Diagnosis |
| SAAS engineer run the internal call and Customer Support will create a customer facing document | Engineering/Customer Support |
OLA3 |
| Sign Off |
| VP of SAAS and Regional CCO must sign off on document | Engineering/Client Services |
OLA4 | Within 10 days |
| Close incident | Publishing RCA and customer communication | Customer Support |
OLA5 | At customer request |
|
| Customer review meeting if requested | Customer Support |
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