ORACLE CLOUD

EVENT SUMMARY &

ROOT CAUSE ANALYSIS

The Event Summary and Root Cause Analysis (RCA) are notifications
and official documents shared proactively with Oracle Cloud
Customers. These notifications contain information on a specific
service outage or performance degradation issue.

The Event Summary provides a short synopsis of a service outage or

performance degradation, and is sent after service restoration has
occurred.

The Root Cause Analysis (RCA) provides additional information

regarding the service outage or performance degradation. The RCA
fulfills an organization's requirements to have a deeper
understanding of the cause(s) of a significant service outage or
performance degradation.

The RCA describes the root cause of the issue as well as the corrective
actions that Oracle has identified in order to reduce the likelihood of
recurrence.
EVENT SUMMARY & ROOT CAUSE ANALYSIS
• Effective and timely communication for Oracle Cloud customers
• In-depth and transparent insight into service outages or degradations
• Proactively provided to customers
• Self-service access to the necessary information

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OVERVIEW
IT services and infrastructure have been redefined by cloud computing. Information about a service
degradation event or an outage is crucial in a cloud environment. Effective, timely communication of these
events is critical for business continuity.
Oracle understands the importance of these notifications and provides an Event Summary to ensure that
necessary information is presented on time to proactively address customer inquiries. The Event Summary
provide relevant, timely information about an event that caused a service outage or performance degradation,
such as a description of the event, which systems were impacted, and the time that the issue was resolved.
The RCA notification provides additional information about the service outage or degradation to help Oracle
Cloud Customers understand the impact of these events on their businesses, the initial cause of the event, and
the corrective actions Oracle has taken to reduce the likelihood of recurrence.

TYPES OF NOTIFICATIONS
Oracle Cloud may provide up to two different notifications to an affected customer for a qualifying event as
described in the table below: The Event Summary and the RCA. The Event Summary is created soon after the
event is closed and contains high-level information on the event findings and timeline. The RCA is developed in
the days following the event, after Oracle has completed a thorough technical investigation. The RCA contains
greater detail about the event, including corrective and preventative actions.

Both the Event Summary and RCA can be accessed by a customer via their Cloud Portal. Instructions for
accessing these notifications are included later in this document.

NOTIFICATIONS
Notification Type Information included in the notification (where applicable)
Event Summary • Brief narrative of the event
• Type of event (outage, performance degradation, or other)
• Event timeline, including impact start and service restoration time
• Affected services, applications and systems
RCA • Detailed event narrative
• Type of event (outage, performance degradation, or other)
• Event timeline, including impact start and service restoration time
• Services impacted
• Affected applications and systems
• Root cause analysis
• Corrective actions and preventative actions

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EVENT TYPES AND QUALIFICATION CRITERIA
Oracle Cloud provides Event Summaries and RCA notifications on Oracle Cloud Services for the following types
of events:

ENTITLEMENT FOR EVENT SUMMARY

Event Type Description
Outage • Impact to the Oracle Cloud production environment, lasting more than 15
minutes
• Issue that prevents Oracle Cloud Operations from fulfilling customer service
level agreement (SLA) requirements
• Third-party system outages, such as load balancer issues, which last more
than 15 minutes
o NOTE: “Third-party system outages” does not include third-party products existing
outside Oracle Cloud, i.e., a social networking site that integrates with Oracle Social
Cloud Services

Performance • Short-lived, but recurring or persistent issues

Degradation • Service performance degradation that lasts more than 15 minutes
Others • Maintenance windows that last longer than the projected duration
• Partial service failure events that last more than 15 minutes

ENTITLEMENT FOR RCA

Event Type Description
Outage • Impact to cloud environments or services, where one or both were unavailable
or inaccessible for longer than 60 minutes (1 hour)
The following events typically do NOT qualify for an RCA:
• Restart operations requested by the customer
• Issues concerning unsupported versions of a Cloud service
• Issues with documented fixes on newer versions
• Outages caused by a customer
• Certain outages affecting trial or internal environments

OUT OF SCOPE/THIRD-PARTY
The Event Summary and/or RCA notification are not available for third-party products that exist and operate outside of
Oracle Cloud. For example, a social networking site that integrates with Oracle Social Cloud Services would not receive an
Event Summary or RCA after an outage occurred on the social networking site. Trial and internal environments are not
covered.

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OUT OF BAND RCA REQUEST
Oracle Cloud customers can request an RCA via a SR (Service Request) for an event that meets the entitlement criteria
outlined for the Event Summary. Customers will receive this RCA via the Oracle Cloud Portal.

HOW TO ACCESS THE EVENT SUMMARY & RCA

NOTE: Requires access to view notifications in Oracle Cloud Portal. The customer can contact their Service Administrator;
the Service Administrator role is required to provide access to these notifications.
Customers can access their Event Summaries and RCAs by completing the following steps:
1. Sign into the Applications Console or Infrastructure Classic Console.
2. Perform any one of the three following steps to access the All Notifications page:
• Click View Notifications on the Dashboard.
• Click the bell icon to view all notifications for the selected domain or account.
• Open the navigation menu, under Account Management, click Notifications.
3. Apply a filter (if needed) to the Communication Categories for 'Service Announcement', as shown in the image
below.
4. Click on the appropriate notification to review the related details.

Filter to find Service Announcements in Oracle Cloud Portal Sample notification vgh Oracle Cloud Portal.

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 Sample notification viewed in Oracle Cloud Portal notification Sample notification vgh Oracle Cloud Portal.

NOTE: Feedback regarding the Event Summary or RCA can be provided by clicking on the Feedback menu option, provided
in the top right corner of the notification.

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