RCA, Resolution, and Closure
Frequently Asked Questions
- Can I reopen a ticket that has been closed?
- How soon can we expect to get the final RCA report on critical incidents?
- What is the policy followed by Rancher Support toward resolving/closing a ticket?
- I will be on vacation and currently have a support ticket(s) that is awaiting my reply. For during this time, could I request my ticket to not be closed by Rancher automation due to inactivity on my side?
- How does Rancher Support handle inactivity on my side or latency in my responses on tickets?
- Are RCA reports provided for all Sev1 tickets?
- Will Rancher provide us an RCA report on critical incidents?