Root Cause Analysis - Approach. The Parties agree that the determination of the root cause of P1 and P2 incidents is essential to the attainment of Service Level Agreements (SLAs) and to the efficient administration of the maintenance and operation of all Managed Applications. Therefore, as part of the Problem Management process, which is included in the M&O Manual Deliverable, Contractor and State will define and document a Root Cause Analysis approach for P1 and P2 incidents that is mutually acceptable to the parties. Contractor and State agree to provide the Root Cause Analysis approach document to all HSEP parties and will upload it to a mutually agreed upon location as an HSEP standard. This document will, where possible, establish a sequence of events and target timeline(s) to understand the relationship between contributory, or causal factors, root cause(s), and the defined problem or event, sufficient to guide the development of remediation actions which can prevent a recurrence of the same problem or event in the future.
Root Cause Analysis - Approach. The Parties agree that the determination of the root cause of P1 and P2 incidents is essential to the attainment of SLAs and to the efficient administration of the maintenance and operation of all Managed Applications. Therefore, as part of the QA/QC Plan, which is part of the PMP deliverable, Contractor and State will define and document a Root Cause Analysis approach which is mutually acceptable to the parties. Contractor and State agree to provide the Root Cause Analysis approach document to all HSEP parties, and will upload it to a mutually agreed upon location as an HSEP standard. This document will, where possible, establish a sequence of events and target timeline(s) to understand the relationship between contributory, or causal factors, root cause(s), and the defined problem or event, sufficient to guide the development of remediation actions which can prevent a recurrence of the same problem or event in the future.
