Root Cause Analysis (RCA)

Post-incident reports documenting what went wrong, why it happened, and what we're doing to prevent recurrence.

RCA Log

Date	Incident	Severity	Status
—	No incidents recorded yet	—	—

RCA Template

All RCA documents follow this standard structure:

1. Incident Summary

• Date & Time: When the incident occurred
• Duration: How long the impact lasted
• Systems Affected: Which platforms were impacted
• Impact: Number of users/claims affected

2. Timeline

A chronological sequence of events from detection to resolution.

3. Root Cause

The fundamental reason the incident occurred. Distinguish between:

• Immediate cause — the direct trigger
• Contributing factors — conditions that enabled it
• Root cause — the underlying systemic issue

4. Impact Assessment

• Customer impact
• Operational impact
• Data integrity impact (if any)

5. Corrective Actions

Action	Owner	Due Date	Status
Example corrective action	Team Lead	—	Pending

6. Lessons Learned

What the team learned and how it changes future practices.

7. Sign-off

Role	Name	Date
Incident Owner
Technical Lead
Management

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RCA documents for Severity 1 incidents must be completed within 48 hours of resolution and reviewed by management.