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What is a customer-facing RCA?

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A customer-facing RCA is a sanitised version of a root cause analysis written for the external customer who was affected by an outage, and who is usually owed the document under a contract. It states what happened, when, the customer-visible impact, the root cause in plain language, and the corrective actions, while removing internal hostnames, employee names, raw logs and unnecessary architectural detail. A good one survives the recipient's vendor-risk and procurement review without triggering follow-up questions. Most enterprise MSAs set a delivery window of a few business days after a Sev1, so the customer-facing RCA is typically produced on a clock, from the internal RCA rather than from scratch.

How Onepane helps

Onepane produces the customer-facing RCA from the same evidence-linked investigation as the internal report, ready to send inside the contractual window.

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