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Expert pod
processThe small team of provider engineers behind a managed RCA service who review agent output, sign off on RCAs before delivery, handle abstentions and edge cases, and are accountable for the SLA. Access to the customer environment is scoped, time-boxed, logged and customer-revocable. The pod's involvement per RCA should visibly decline as the service matures.
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Root causeContributing factorTrigger, propagation, failureCausal chainEvidence indexSev1 / Sev2Post-incident reviewBlameless postmortemKnown errorProblem recordCause codeCAPAMTTIMTTDMTTRTime to RCARCA SLAService creditRFO (Reason for Outage)Change attributionService ownership mapCMDBTopologyTelemetry coverageAbstentionConfidence statementVPC deploymentAir-gappedData egressReplay bake-offOutcome-based pricingManaged serviceHuman-in-the-loop sign-offITSM