Root Cause Analysis


Alyssia Summers


What is a Root Cause Analysis?

Root Cause Analysis (RCA) can carry different meanings across different organizations. In the case of an SMS audit, carriers expect a thorough investigation into the violation and the impact, along with a detailed explanation of what changes will be made to minimize future violations. If you're notified of a Sev-0 violation, you're required to complete and return an RCA request form within 48 hours of when Bandwidth sends you the notice.

Glossary of the RCA request form fields

The RCA request form will be attached to the notice. You must complete all fields in order to satisfy carrier expectations.  

Field Description
Date Prepared Enter the date the form is being drafted
Aggregator This should be “Bandwidth” 
Content Provider List the entity crafting the content. This is the business the end user believes they're interacting with. 
URL/Website for the content provider Enter the website associated with the above business. 
Application Address Is this a toll-free or 10DLC number? Also, enter the violating phone number here. 
Affected Campaign Details Campaign ID

If toll-free, enter verified status.

If 10DLC, enter campaign ID.
Campaign Description

If toll-free, enter the campaign description submitted on the verification request.

If 10DLC, enter the campaign description submitted within TCR.

Past 6 Months traffic volume

List how many messages were sent within the past 6 months from the campaign. 
Past Violations List past violations received for the current year.
Number of STOP messages towards campaign in the last week List how many subscribers messaged STOP towards the campaign within the last week of receiving the audit.
Number of HELP messages towards the campaign in the last week List how many subscribers messaged HELP towards the campaign within the last week of receiving the audit.
Overview of Issue Provide a detailed summary explaining the violating content and what was found. 
Date Issue Identified Enter the date when you were notified of the audit.
Date Issue Resolved Enter the date when you consider the violation/audit resolved. 
Impact Assessment Enter the number of messages sent to T-Mobile Subscribers from this campaign. 
Responsible Party Enter the business name sending the violating content. This is typically the end business the subscriber believes they are interacting with. 
Identify and Provide Detailed Explanation of Root Cause(s)

Provide a detailed explanation of how the disallowed content made it on your platform.

Did the content match what was registered (via 10DLC or toll-free)?

Based on your investigation, was it a bad actor or was the client hacked?
Corrective Actions What actions were taken to remedy the issue? 
Preventative Actions

What changes are being made to minimize future violations?

What actions were taken against the violating client?

How will you change how you monitor customer campaigns for disallowed content?
Vetting Actions

What changes, if any, are being made to ensure a bad actor doesn't make it on your platform in the future?

How will you ensure the legitimacy of campaigns moving forward?

Will there be updates made to current onboarding policies?

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