Makhzon 360 · RB-ECOMADAPTER

E-Commerce Adapter Layer — incident runbook

Runbook hubMakhzon console

E-Commerce Adapter Layer is monitored by Sync worker monitor on stock sync lag. It is owned by Integrations Team and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at stock sync lag ≥ 300 s, critical at ≥ 900 s. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/ecom-adapterlogs: sim://logs/ecom-adapterowner: Integrations Teamrunbook: RB-ECOMADAPTER

Signals & thresholds

  • Primary metric: stock sync lag (s)
  • Warning threshold: ≥ 300 s
  • Critical threshold: ≥ 900 s
  • Dashboard: sim://grafana/ecom-adapter
  • Log source: sim://logs/ecom-adapter
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Salla API, Zid API, Shopify Admin API, WooCommerce REST API

1. Detection

  1. Sync worker monitor reports stock sync lag above the warning threshold — data is stale downstream.
  2. Channel or partner data no longer matches the platform.

2. Triage

  1. Check per-channel status and rate limits for Salla API, Zid API, Shopify Admin API, WooCommerce REST API.
  2. Identify whether one channel or all channels are lagging.
  3. Check for authentication/token expiry on the affected connections.

3. Mitigation

  1. Back off polling for the throttled channel and prioritise the highest-value entities.
  2. Reconnect or refresh expired channel credentials.
  3. Run a targeted catch-up sync once throughput recovers, oldest items first.
  4. Inform affected merchants that channel data is delayed.

4. Verification

  1. Confirm stock sync lag 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: Integrations Team.
  • Escalation owner (page on critical): Integrations 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 (3)

E-Commerce IntegrationInventory SynchronizationE-Commerce Order Import

External dependencies

Salla API — E-commerce orders and stock sync

Zid API — E-commerce orders and stock sync

Shopify Admin API — E-commerce orders and stock sync

WooCommerce REST API — E-commerce orders and stock sync

Simulated incidents that exercise this runbook

E-commerce sync degradation — Channel adapters throttled; stock sync lag growing.

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.