CONFIDENTIAL

Technology Operations (Zee5 Cloud)

Incident – Business Root Cause Analysis Report

SEVERITY LEVEL 03 Major Incident (Yes/No) NO

Incident Problem Tkt # CDN-

NOC-11538 Date 19 Jan 2023 04:00 PM
Ticket # (If Applicable) 829

Initial Severity 01 Severity 01

Issue Reported Time

19 Jan 2023 04:00 PM Reported By Operations Team
(IST)

19 Jan 2023 04:45

Incident Start Time (IST) 19 Jan 2023 04:00 PM Incident End Time (IST)
PM

Duration of Issue Duration of Incident Call

00:00:45 00:00:45
(Days: Hrs: Mins) (Days: Hrs: Mins)

RCA Owner Ajeet Kumar

RCA Ticket # + ETA NOC-11538 #24 Hours

Incident Nature – [ Primary / Secondary]

If secondary, please provide the dependent primary Primary
incident details

Incident on-call resources

NOC, Application team, CloudOps and DevOps team
[NOC, SRE, Application Owner & others]

Incident Description Traffic is not coming to secure payment

Impact Assessment [To be filled by NOC]

Traffic is not coming to secure payment and users

Impact Description
were unable to make the payment across all devices

Impacted Platform/Services Secure Payments

Impacted Customers (If Applicable-

All
External/Internal)

Impacted Regions [India / Global / Other] All

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To be filled by RCA Owner

Why did this issue occur?

Lack of proper QA testing
(Describe If Known, Else Comment Under Analysis)

Why did the problem go undetected in Dev phase? N/A

Why did the problem go undetected in QA phase? To be anwered by QA Team

Why was the problem not prevented? Due to lack of testing of QA

Issue caused by latest change

If yes, please provide a Change Management ticket CDN- 829 To be Answer by bambam
and why was the change approved?

Emergency Change Request (ECR) applied [Yes /No]

N/A
If yes, please provide the ECR ticket number

Initial Root Cause (if downgraded) / Primary Root

Configuration issue
Cause (if resolved)

Solution [To be filled by RCA Owner]

Solution Applied Rolled back to pervious version-5

Type of Solution – (Permanent/Work Around)

If the provided solution is a workaround, please Permanent
include the problem ticket / development ticket with
ETA to resolve it permanently

Next Course of Action for Work Around Solution N/A

Actions with OEM Vendor (If Any) N/A

Recommendation / Area of Improvement [To be filled by RCA Owner & reviewed by the SRE Team]

Backend team take perper sanity testing from QA

Actions with ETA to prevent future re-occurrence
Before making any change to prod.

Areas of Improvement with ETA

CONFIDENTIAL.
It is intended only for the use of the person to whom it is addressed. Any distribution, copying or other
use by anyone else is strictly prohibited.