Built for teams that owe someone an RCA.
Onepane's managed root-cause service is for enterprise IT operations teams that must hand a finished, evidence-linked RCA to a customer, a regulator or a problem-review board, and whose estate spans enough tools that one Sev1 investigation is a multi-day, multi-team effort. Four segments fit best; the rest of this page says which, and who we are not for.
Which teams get the most from RCA as a Service?
The common thread is not industry. It is that somebody outside the engineering team is waiting on the document, and that the investigation crosses tools nobody owns end to end.
You owe enterprise customers a written RCA on a contractual clock.
SLA credits, a customer-facing RCA due in three to five business days, and a senior engineer writing it by hand. Often after acquisitions left three monitoring stacks and no single service map.
Your estate spans mainframe, Oracle and cloud, and your data cannot leave.
Every SaaS investigation tool is disqualified in the security review before anyone sees the product. Onepane deploys inside your VPC and produces the evidence pack your problem-review board signs off.
On a fixed-price contract, cost to serve is the only lever left.
White-label root cause behind your NOC: the RCA goes out under your brand, inside your SLA, and because we run in-VPC you can offer it inside regulated clients' environments too.
Problem Management is a module you own and a practice you struggle to staff.
We write structured problem records, cause codes, cause notes, known errors, into ServiceNow, and produce the Monthly Problem Review pack that turns the module into a practice.
Who is Onepane not for?
A managed service with an SLA only makes sense where there is real investigation and authoring labour to displace and a real recipient for the output. We would rather say no in the first call than in month six.
- 01 Sub-scale estates: a small environment with a handful of services and a team that can hold the whole topology in its head does not need a managed root-cause service.
- 02 Pure single-cloud, single-vendor observability stacks: if everything already lives in one vendor's telemetry, that vendor's own investigation features may be enough, the gaps we close are the ones between tools.
- 03 No contractual RCA obligation and no regulator: if nobody outside engineering is waiting on the document, the value of a finished, evidence-linked RCA inside an SLA is much smaller.
- 04 Fewer than roughly eight Sev1/Sev2 incidents a month: below that, there is not enough investigation and authoring labour to displace.
- 05 Cloud-native scale-ups with a strong build-it-ourselves platform team: that is where the chat-first investigation tools compete, and it is a better fit for them than for a service with an SLA.
If you sit in one of these groups and still want a second opinion on your last outage, the replay is free and the readiness report is yours to keep either way.
The same four pillars, weighted differently.
Deployed in your VPC, so telemetry never leaves your account, the pillar regulated buyers and MSPs with regulated clients lead with.
Bring your own observability, Datadog, Splunk, CloudWatch, the Oracle database, the mainframe, the change ticket, the pillar that matters most after acquisitions.
Change-aware causality and service ownership, the pillar that answers "what changed" and "who owns this" in an estate with a stale CMDB.
Audit-grade artifacts, available today, the pillar every segment ultimately pays for, because a chat answer is not a deliverable and a document is.
Who it's for, the questions.
Who is a managed root cause service for?
Enterprise IT operations teams that owe someone a root-cause document, a customer under an SLA, a regulator, an internal problem-review board, and run a heterogeneous estate where one investigation touches several tools. In practice: B2B software vendors, regulated hybrid estates, MSPs, and ITIL or ServiceNow-mature organisations.
Who is Onepane not a fit for?
Sub-scale estates, pure single-cloud single-vendor stacks, teams with no contractual or regulatory RCA obligation, organisations with fewer than about eight Sev1/Sev2 a month, and cloud-native scale-ups whose platform team prefers to build. We say so early rather than run a long evaluation that ends in no.
Which artifact should we look at first?
It depends on who is waiting on the RCA. B2B software: the Customer-Facing RCA. Regulated estates: the Evidence Pack, Confidence and Abstention Statement and CAPA Tracker. ServiceNow shops: the Problem Record Payload and Monthly Problem Review. MSPs: the Coverage and Autonomy Report and a white-labelled Root Cause Report.
How do we find out if we qualify?
Answer six questions: how many Sev1/Sev2 a month and who writes the RCA; how long from incident close to signed RCA and what the committed window is; how many people sit in L1/L2 triage; how many tools one investigation touches; whether you have a trusted service-to-owner map; and whether a late or wrong RCA has ever cost you a penalty, a customer or a regulatory observation. Then run the 90-day replay.
Not sure which segment you are?The replay answers it on your own incidents.
Send us your last 90 days of Sev1 tickets. We show what we would have found, how fast, and what the document would look like. Two weeks, no cost.