Can Support find the root cause of a chat issue which occurred over a month ago?

Environment:

B2C Service Chat

Resolution:

It is possible for Support to find the root cause of a chat issue long after it occurred, however the likelihood is decreased with time.

Depending on the issue, various data may be required to determine what caused the behavior, none of which is kept indefinitely. 

• Chat server logs - they can be retrieved up to 1 year. Note that because these chat logs contain server activity for multiple customers, they are not made available to customers. 
• Database logs - they can be retrieved only for 30 days since the update in the database occurred. These logs are also not made available to customers.
• Database records - they can also be retrieved by customers through standard Analytics reports, listed in the following answer:  Useful Chat Auditing Reports. Data is kept in the database according to the purge settings your site has in place. See:
  • Oracle RightNow Chat Data Purge
  • Data lifecycle policies for purging chat records