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Service credit
riskA contractual remedy, usually a percentage of monthly fees, owed to a customer when a provider misses an SLA. Availability credits are familiar; RCA delivery credits are increasingly common in enterprise MSAs, so a late RCA has a direct cost as well as a relationship cost. Credits are the mechanism that makes a managed RCA service accountable.
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Root causeContributing factorTrigger, propagation, failureCausal chainEvidence indexSev1 / Sev2Post-incident reviewBlameless postmortemKnown errorProblem recordCause codeCAPAMTTIMTTDMTTRTime to RCARCA SLARFO (Reason for Outage)Change attributionService ownership mapCMDBTopologyTelemetry coverageAbstentionConfidence statementVPC deploymentAir-gappedData egressExpert podReplay bake-offOutcome-based pricingManaged serviceHuman-in-the-loop sign-offITSM