Makhzon 360 · RB-LOYALTYENGINE

Loyalty Engine — incident runbook

Runbook hubMakhzon console

Loyalty Engine is monitored by Points ledger monitor on loyalty posting failure rate. It is owned by CRM Team and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at loyalty posting failure rate ≥ 1.5%, critical at ≥ 4%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/loyalty-enginelogs: sim://logs/loyalty-engineowner: CRM Teamrunbook: RB-LOYALTYENGINE

Signals & thresholds

  • Primary metric: loyalty posting failure rate (%)
  • Warning threshold: ≥ 1.5%
  • Critical threshold: ≥ 4%
  • Dashboard: sim://grafana/loyalty-engine
  • Log source: sim://logs/loyalty-engine
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Supabase PostgreSQL / APIs / Realtime

1. Detection

  1. Points ledger monitor reports loyalty posting failure rate above the warning threshold — writes are being rejected or rolled back.
  2. Downstream records appear missing or inconsistent to operators.

2. Triage

  1. Capture the exact database error from the last failed operations in sim://logs/loyalty-engine.
  2. Check for constraint violations, deadlocks and serialization failures.
  3. Verify whether the data layer itself is degraded.
  4. Establish how many records are affected and whether any partial writes occurred.

3. Mitigation

  1. Stop bulk and batch jobs writing through this path.
  2. Isolate the failing subset (tenant, entity range) if the failure is not global.
  3. Re-drive failed operations from the retry queue after the root error is cleared.
  4. Open a data-integrity check for the affected period.

4. Verification

  1. Confirm loyalty posting 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: CRM Team.
  • Escalation owner (page on critical): CRM Team.
  • 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)

Loyalty

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.