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Replay bake-off
processAn evaluation method in which a provider is given a customer's historical Sev1 tickets, typically the last 90 days, and produces the root cause and RCA document for each without seeing the human-written result. Output is scored against what the human actually found, on accuracy and time to cause. It replaces the demo and sets the SLA the provider can safely commit to.
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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 egressExpert podOutcome-based pricingManaged serviceHuman-in-the-loop sign-offITSM