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RCA SLA
metricA contractual commitment to deliver a written root cause analysis within a stated period after a qualifying incident, commonly a few business days after a Sev1, sometimes with a shorter preliminary RCA and a longer final one. An RCA SLA is usually attached to service credits and is the clause that turns RCA from an internal task into a deliverable.
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More terms.
Root causeContributing factorTrigger, propagation, failureCausal chainEvidence indexSev1 / Sev2Post-incident reviewBlameless postmortemKnown errorProblem recordCause codeCAPAMTTIMTTDMTTRTime to RCAService creditRFO (Reason for Outage)Change attributionService ownership mapCMDBTopologyTelemetry coverageAbstentionConfidence statementVPC deploymentAir-gappedData egressExpert podReplay bake-offOutcome-based pricingManaged serviceHuman-in-the-loop sign-offITSM