Makhzon 360 · RB-COLLECTIONSENGINE

Collections Engine — incident runbook

Runbook hubMakhzon console

Collections Engine is monitored by Follow-up queue monitor on follow-up queue depth. It is owned by Collections Ops and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at follow-up queue depth ≥ 80 items, critical at ≥ 200 items. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/collections-enginelogs: sim://logs/collections-engineowner: Collections Opsrunbook: RB-COLLECTIONSENGINE

Signals & thresholds

  • Primary metric: follow-up queue depth (items)
  • Warning threshold: ≥ 80 items
  • Critical threshold: ≥ 200 items
  • Dashboard: sim://grafana/collections-engine
  • Log source: sim://logs/collections-engine
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Supabase PostgreSQL / APIs / Realtime

1. Detection

  1. Follow-up queue monitor reports follow-up queue depth growing past the warning threshold — consumers are not keeping up.
  2. Work items age beyond their expected processing time.

2. Triage

  1. Confirm whether workers are running, crash-looping or blocked on a dependency.
  2. Check sim://logs/collections-engine for repeated poison-message failures at the head of the queue.
  3. Compare arrival rate against processing rate to see whether this is an inflow spike or a stalled consumer.

3. Mitigation

  1. Restart or scale out the consumers.
  2. Move poison messages to a dead-letter queue so the backlog can drain.
  3. Temporarily pause non-critical producers to let the queue recover.

4. Verification

  1. Confirm follow-up queue depth 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: Collections Ops.
  • Escalation owner (page on critical): Collections Ops.
  • 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 (2)

CollectionsCollection Follow-Up

External dependencies

Supabase PostgreSQL / APIs / Realtime — Primary data plane, RPC and realtime channels

Simulated incidents that exercise this runbook

No scenario in the simulation targets this component directly.

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.