Makhzon 360 · RB-EMAILSVC

Email Service — incident runbook

Runbook hubMakhzon console

Email Service is monitored by Delivery monitor on email failure rate. It is owned by Notification Team and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at email failure rate ≥ 3%, critical at ≥ 8%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/email-svclogs: sim://logs/email-svcowner: Notification Teamrunbook: RB-EMAILSVC

Signals & thresholds

  • Primary metric: email failure rate (%)
  • Warning threshold: ≥ 3%
  • Critical threshold: ≥ 8%
  • Dashboard: sim://grafana/email-svc
  • Log source: sim://logs/email-svc
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Zoho Mail / ZeptoMail

1. Detection

  1. Delivery monitor reports email failure rate above the warning threshold with errors returned by Zoho Mail / ZeptoMail.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Confirm reachability and response codes for Zoho Mail / ZeptoMail.
  2. Separate credential/authorisation failures from provider unavailability.
  3. Check credential and certificate expiry for the affected connection.
  4. Measure how many operations are queued waiting on the provider.

3. Mitigation

  1. Enable backoff-with-queue so nothing is lost while the provider is down.
  2. Refresh or re-issue credentials if the failure is authorisation related.
  3. Notify the business owner with the queue size and expected recovery.
  4. Do not mark dependent business records as complete until the provider confirms.

4. Verification

  1. Confirm email 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: Notification Team.
  • Escalation owner (page on critical): Notification 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 (5)

Low-Stock AlertsCollection Follow-UpPlatform BillingEmail NotificationSupport / Helpdesk

External dependencies

Zoho Mail / ZeptoMail — Transactional email delivery

Simulated incidents that exercise this runbook

ZeptoMail degradation — Transactional email provider returning 4xx/5xx; delivery delayed.

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.