SAP Knowledge Base Article - Public

3059711 - Root Cause Analysis (RCA) Guidelines for SAP Sales Cloud and SAP Service Cloud (Cloud for Customer)

Symptom

  • This Knowledge Base Article explains the Root Cause Analysis (RCA) Guidelines for SAP Sales Cloud and SAP Service Cloud (Cloud for Customer)
  • It provides the scope and timeline for an official RCA

Environment

SAP Sales Cloud

SAP Service Cloud

Cause

  • Service Disruption: The core cloud service product(s) may be unavailable to multiple customers.
  • Service Degradation: The core cloud service product(s) may be unavailable to a limited extent due to latency or performance degradation.
  • Product/Software issues: Issue with Business processes or Features as part of the Software

Resolution

Service Disruption and Service Degradation

Delivery Channel & Timeline:

  • Delivery Channel: An RCA will be published to the Cloud Availability Center (CAC) and/or sent via email (only to subscribed users in CSNS)
    • User guide for the CAC is available here
    • User guide for Cloud System Notification Subscriptions (CSNS) is available here
  • Timeline: The target timeline for the RCA to be published in CAC is within 2 weeks of the incident resolution.
    • Only if the RCA was not found in CAC within 2 weeks of the issue resolution and the Cloud Support Outage Notification was received, please create a Medium priority incident to receive the RCA.
  • Recipient: Contact person IT – he/she can maintain which notifications he/she gets in CSNS. IMPORTANT: Please ensure you maintain the correct IT Contact in your SAP Business ByDesign system to get the notifications to correct contact

Note:

  • If a RCA is requested for a Service Disruption or Service Degradation for which a Cloud Support Outage notification was not received, then a Medium priority incident must be created, referencing the original High or Very High Priority incident.
    • Per analysis on the impact, product(s) and, CAC may/may not be updated with a service disruption/degradation and subsequently an RCA for the specific core product may/may not be initiated

  • A new Medium priority incident can be created after 2 weeks (from resolution of a service disruption/degradation) has passed if an RCA was not updated in CAC. Please reference the original High or Very High incident
  • While outage notifications generally are also sent for non-prod tenants, the RCA notifications are only sent for prod. outages/degradations

Product/Software issues:

Please follow the steps described here:

  1. Create a new incident for Root Cause Analysis on the component of the original incident.
  2. Set priority to ’Medium’.
  3. Add a prefix to the subject: [RCA] + the release where the original incident occurred. For example, [RCA] 2102 for XYZ in SAP Sales Cloud
  4. Include the Incident ID of the original incident in the RCA incident’s description section.
  5. Add the reason, why Root Cause Analysis is required (optional).

Please use the attached template for the incident creation.

Keywords

RCA policy, RCA, timeline, CAC, Disruption , Degradation, notification , KBA , SRD-CC-CI-CCS , Service Control Center , Problem

Product

SAP Cloud for Customer core applications all versions