Who is actually asking? Your procurement/legal? Your vendor management folks? Do you want an explanation, or a description, or a confidence-building statement? All of these questions matter, and a response will be very different depending on the answers.
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Me, somewhere between the sharp end and vendor management. And hm, mostly confidence-building, forward-looking + acknowledgement that how things went were not great. Heck, I could probably ask for “the thing you send customers after things don’t go great” and they’d know
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I’d argue you don’t actually want an “explanation“ at all. You want to know what fault tolerance improvements they’ve put into place based upon what they learned while triaging the incident.
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“Can you provide a little more information on the incident? It was a problem for us and we want to understand more about what happened.”
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We call it a PIR, Post-Incident Report.
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Did they learn anything from the incident? Any surprises? Anything discovered that prevented it from being worse than it was? What (if any) investments do they make in trying to learn from incidents and near misses?
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"Retrospective" is more or less the polite term for "postmortem".
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Postmortem.
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It doesn't sound like you want to know the cause. It sounds like you want to audit their process to understand why it took so long to fix. Do they keep an incident log that you are in a legal position to review?
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Yes this is a good approach.
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