Under what circumstances can a customer request a RCA?


  • 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?


  • Silverline WAF
  • Silverline DDoS


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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