Introduction

To provide timely and comprehensive information regarding unplanned system disturbances in quality, we have streamlined our process through the integration of our Service Portal.

Announcement

We are pleased to announce the launch of a new RCA (Root Cause Analysis) handling and communication workflow seamlessly integrated with our Service Portal.

Unplanned outages are unfortunate events that can occur despite robust resilience measures. When such incidents arise, our primary focus is on:

- Mitigating the incident

- Ensuring transparency regarding the root cause

- Outlining steps to prevent recurrence

Incidents can originate from various sources, including infrastructure failures, flawed processes, or operational errors. Our newly implemented approach clearly delineates incident resolution from the RCA investigation and related problem tickets.

Benefits for You

By implementing this new RCA process, you may receive automatic, pro-active notifications regarding system failures detected by our monitoring system. These notifications will be sent to your known emergency contacts* and refer to an automatically created incident on our Service Portal. This incident will facilitate subsequent communication related to system stabilization.

Additionally, RCA cases are designated for significant incidents and proactively communicated to both partners and customers. This separation enables enhanced tracking and progress monitoring, allowing resolution efforts and documentation to progress concurrently.

* Read here on: How Do I Add Emergency Contacts to the Intershop Service Portal?