Will Rancher provide us an RCA report on critical incidents?

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Yes, absolutely. Root Cause Analysis (RCA) and Corrective Action Report (CAR) documents will include the following:

  • Support ticket reference
  • References to related support tickets from customer
  • Issue description, as reported
  • Info on Rancher team members investigating the issue
  • Chronology of investigation, along with relevant investigation notes
  • Findings and Root Cause
  • Corrective Action
  • Preventive Action
  • Mitigation Action
  • GitHub Issue ID(s), where the RCA has identified a defect or a request for enhancement (RFE) to prevent/mitigate the issue
  • Info on product version where the item in the GitHub issue is targeted be addressed
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