Oracle Cloud Root Cause Analysis
Root Cause Analysis (RCA) are official documents shared proactively with Oracle Cloud customers that contain information from root cause analysis on specific service outages or performance degradation. Root Cause Analysis provide detailed information fulfilling an organization's requirements to understand the causes of the problem and the corrective actions to prevent recurrence.
ROOT CAUSE ANALYSIS
- Effective and timely communication for Oracle Cloud customers
- In depth insight into service outages or degradations with transparency
- Proactively provided to customers
- Self-service access to the necessary information
OVERVIEW
IT infrastructure is redefined by cloud computing. Information about the service degradation or outage is highly crucial in a cloud environment. Effective and timely communication of these events in environments where the services are available to end users is critical for business continuity.
Oracle understands the importance of these notifications and provides RCA reports to ensure that the necessary information is presented on time to address customer inquiries. RCAs provide relevant and detailed information about the production events that may cause service outage or performance degradation. Oracle Cloud customers benefit from RCAs to understand the impact of these production events on their businesses, the initial cause of the event, and the corrective actions taken to prevent recurrence.
TYPES OF ROOT CAUSE ANALYSIS
Oracle Cloud may provide two different RCA reports to the affected customers for qualifying events as in the table below: The Event Summary and the Detailed RCA. The Event Summary is typically created soon after the event is closed and contains information on the event findings and timeline. The Detailed RCA is typically created days after the event and Oracle has performed a thorough technical investigation. The Detailed RCA contains greater detail including corrective and preventative actions.
| RCA NOTIFICATIONS | |
|---|---|
| Notification Type | Information included in the notification (where applicable) |
| Event Summary |
|
| Detailed RCA |
|
EVENT TYPES AND QUALIFICATION CRITERIA
Oracle Cloud provides Event Summary reports on Oracle Cloud Services for the following types of events:
| ENTITLEMENT FOR EVENT SUMMARY | |
|---|---|
| Event Type | Description |
| Unplanned Outages |
|
| Performance degradation |
|
| Others |
|
| ENTITLEMENT FOR DETAILED RCA | |
|---|---|
| Event Type | Description |
| Unplanned Outages |
|
| The following events typically do not qualify for the RCA | |
| |
OUT OF SCOPE
RCA reports are not available for the third-party products that are outside of Oracle Cloud for example, social networking sites integrating with Oracle Social Cloud Services. Trial and internal environments are not covered.
OUT OF BAND RCA REQUEST
Oracle Cloud customers can request details on a service disruption via a SR (Service Request) with Technical Support for events that meet the entitlement criteria outlined for the RCA. In this case customers may receive a response via the SR.
