The below SLAs may change if the incidents will be subject to a support SLA from vendor.
There are three methods available for submitting a case
You are required to complete the summary and description fields, choose the urgency level, and attach any relevant files or screenshots for more details.
Incident Management Process
RCA Process (Root Cause Analysis)
Start by clearly defining the problem. Create a detailed problem statement that includes the who, what, where, when, and extent of the issue.
Gather all relevant data about the problem. This includes logs, error reports, user complaints, and any other information that can shed light on the issue.
Analyze the data to identify potential factors that could have contributed to the problem. Map out the sequence of events that led to the issue.
Using the identified factors, employ techniques like the “5 Whys” to drill down to the underlying cause of the problem.
Evaluate the potential causes and prioritize them based on their impact and the likelihood that they contributed to the problem.
Brainstorm and propose solutions that address the root cause. Ensure that these solutions can prevent the recurrence of the problem.
Put the chosen solutions into action. This may involve changes to processes, policies, or systems.
After implementation, monitor the results to ensure that the problem has been effectively resolved and does not recur.
Maintain detailed records of the major incident process, findings, actions, and outcomes. Use Link Development’s RCA template to share with customers. This aligns with best practices, integrates with IT environments, enhances analysis, and improves performance. It’s an approach that focuses on addressing the root cause rather than just the symptoms.
We received your message and will get back to you.