Makhzon 360 · RB-MOYASARCLIENT

Moyasar Payment Gateway Client — incident runbook

Runbook hubMakhzon console

Moyasar processes subscription charges and callbacks. Failures affect platform revenue and can leave subscriptions in an unverified state.

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

dashboard: sim://grafana/moyasar-clientlogs: sim://logs/moyasar-clientowner: Platform Financerunbook: RB-MOYASARCLIENT

Signals & thresholds

  • Primary metric: payment gateway failure rate (%)
  • Warning threshold: ≥ 3%
  • Critical threshold: ≥ 8%
  • Dashboard: sim://grafana/moyasar-client
  • Log source: sim://logs/moyasar-client
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Moyasar Payment Gateway

1. Detection

  1. Charge probe reports payment gateway failure rate above the warning threshold with errors returned by Moyasar Payment Gateway.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Check the gateway status page and recent charge response codes.
  2. Separate charge-creation failures from callback verification failures.
  3. List subscriptions stuck in a pending-verification state.

3. Mitigation

  1. Pause the automated renewal batch to stop generating unverifiable charges.
  2. Re-verify pending charges against the gateway once it recovers, before extending any subscription period.
  3. Never extend a subscription period without a verified gateway confirmation.

4. Verification

  1. Confirm payment gateway 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: Platform Finance.
  • Escalation owner (page on critical): Platform Finance 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 (2)

Subscription PaymentPlatform Billing

External dependencies

Moyasar Payment Gateway — Subscription charges, refunds and callbacks

Simulated incidents that exercise this runbook

Moyasar gateway failures — Charge creation and callback verification failing.

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.