Makhzon 360 · RB-AUTHCLIENT

Authentication Client — incident runbook

Runbook hubMakhzon console

Authentication failures block every operator from working, even when all downstream engines are healthy. Any critical alert here is a customer-visible outage.

Warning at login failure rate ≥ 2%, critical at ≥ 6%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/auth-clientlogs: sim://logs/auth-clientowner: Identity Teamrunbook: RB-AUTHCLIENT

Signals & thresholds

  • Primary metric: login failure rate (%)
  • Warning threshold: ≥ 2%
  • Critical threshold: ≥ 6%
  • Dashboard: sim://grafana/auth-client
  • Log source: sim://logs/auth-client
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Supabase Auth, Lovable Cloud Runtime / Internet / DNS-TLS

1. Detection

  1. Auth flow probe reports login failure rate above the warning threshold — users cannot complete sign-in or verification.
  2. Support receives multiple access-denied reports within minutes.

2. Triage

  1. Verify Supabase Auth provider status and recent auth error codes.
  2. Distinguish password sign-in failures from token refresh failures — the blast radius differs.
  3. Check whether failures are tenant-wide or limited to a single store or provider.
  4. Confirm system clock/JWT expiry issues are not causing refresh rejections.

3. Mitigation

  1. If the provider is degraded, extend existing session lifetime where supported and stop forced re-authentication prompts.
  2. Post a status notice to operators with expected recovery and an offline procedure if applicable.
  3. Disable non-essential auth-triggered flows (bulk invites, password resets) to reduce load.

4. Verification

  1. Confirm login failure rate has been below the warning threshold for at least 10 minutes.
  2. Confirm the affected business services are healthy on the dashboard.
  3. Confirm no alerts remain open for this component and its downstream consumers.
  4. Spot-check one real end-to-end operation through the affected flow.

5. Rollback / restore

  1. If a deploy caused the incident, roll back to the previous release and re-verify.
  2. If a configuration or threshold change caused it, restore the previous value and record why.
  3. Re-enable any job, feature flag or channel that was paused during mitigation, one at a time.

Escalation path

  • First responder: NOC on duty — acknowledge within 5 minutes.
  • Component owner: Identity Team.
  • Escalation owner (page on critical): Identity On-Call.
  • Escalate if the metric is still critical 15 minutes after mitigation, or if data integrity is in doubt.
  • Declare a major incident if two or more critical components are alerting at the same time.

Blast radius — business services affected (1)

Identity & Login

External dependencies

Supabase Auth — Session issuance, JWT refresh, password reset

Lovable Cloud Runtime / Internet / DNS-TLS — Edge runtime, DNS resolution and TLS termination

Simulated incidents that exercise this runbook

Supabase Auth outage — Session issuance and token refresh failing; users cannot sign in.

Reporting notes

  • Record start time, actions taken and recovery time in the incident record.
  • Attach the dashboard screenshot and the dominant error message to the postmortem.
  • Content drafted for the monitoring demo — confirm the exact commands with the owning team before production use.