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2116114 - Root Cause Analysis (RCA) Policy for SAP SuccessFactors outages

Symptom

  • Is the root cause analysis provided on the same case where the service degradation / service disruption was reported or on a seperate support case ?    
  • This KB article explains the Root Cause Analysis (RCA) policy for SAP SuccessFactors. How many days the customer would need to wait before raising a case with support requesting for a Root cause analysis ? How many days would support need to wait before engaging OPS team to get Root Cause Analysis after the issue got resolved ?  This KBA provides the scope and timeline for an official RCA


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Environment

SAP SuccessFactors HCM Suite

Product

SAP SuccessFactors Compensation all versions ; SAP SuccessFactors Employee Central all versions ; SAP SuccessFactors HCM Suite all versions ; SAP SuccessFactors Learning all versions ; SAP SuccessFactors Mobile all versions ; SAP SuccessFactors Onboarding all versions ; SAP SuccessFactors Performance & Goals all versions ; SAP SuccessFactors Recruiting all versions ; SAP SuccessFactors Succession & Development all versions ; SAP SuccessFactors Workforce Analytics all versions

Keywords

SF, success factors, data center, centre, DC, down, LMS, learning, PLT, platform services, BizX, Biz X, EC, employee central, RCM, recruiting, CMP, compensation, SCM, succession, PMGM, PM, performance, goals, ONB, OBD, onboarding, on boarding, workforce analytics, RPT, ANA, mobile , KBA , LOD-SF-PLT-OUT , Operational Infrastructure Issues - Outages , LOD-SF-EC , Employee Central , LOD-SF-RCM , Recruiting Management , LOD-SF-PM , Performance Management , LOD-SF-CMP , Compensation Management , LOD-SF-GM , Goal Management , How To

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