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Q&A: Under what circumstances can a customer request a RCA?

Question

  • When may I request a Root Cause Analysis (RCA) report?
  • After I requested the RCA, when will the RCA report be delivered?
  • What events do not qualify for an RCA report?

Environment

  • Silverline WAF
  • Silverline DDoS

Answer

Customers who experience an interruption in their production service or reduction in the quality of service, which is determined to originate within the F5 Silverline infrastructure, may request a formal Root Cause Analysis (RCA) report. An RCA report may be requested up to 5 days after the conclusion of the service event.
 
Requested RCA reports are expected to be available within 72 business hours of the completion of root cause analysis. 
 
Please note: While F5 Silverline will make a good faith effort to arrive at a root cause determination, this is not possible in all situations. In the event a root cause cannot be determined, this will be noted in the RCA issued, along with the available details of the analysis.
 
The following types of events qualify for a Root Cause statement, in lieu of a formal RCA document. A Root Cause Statement may be requested up to 5 days after the conclusion of the event:
  • Deployment Failures
  • Latency
  • Carrier Issues (F5 Silverline & Non-F5 Silverline)
  • Portal Events

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