Makhzon 360 · RB-PUSHSVC

Push Notification Service — incident runbook

Runbook hubMakhzon console

Push Notification Service is monitored by Push fan-out monitor on push 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 push failure rate ≥ 5%, critical at ≥ 12%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/push-svclogs: sim://logs/push-svcowner: Notification Teamrunbook: RB-PUSHSVC

Signals & thresholds

  • Primary metric: push failure rate (%)
  • Warning threshold: ≥ 5%
  • Critical threshold: ≥ 12%
  • Dashboard: sim://grafana/push-svc
  • Log source: sim://logs/push-svc
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Browser & Mobile Push (FCM / APNs), Browser / Device Capabilities

1. Detection

  1. Push fan-out monitor reports push failure rate above the warning threshold with errors returned by Browser & Mobile Push (FCM / APNs), Browser / Device Capabilities.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Confirm reachability and response codes for Browser & Mobile Push (FCM / APNs), Browser / Device Capabilities.
  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 push 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 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 (4)

Low-Stock AlertsCollection Follow-UpB2B NegotiationPush Notification

External dependencies

Browser & Mobile Push (FCM / APNs) — Push notification fan-out

Browser / Device Capabilities — IndexedDB, service worker, camera for barcode scan

Simulated incidents that exercise this runbook

Browser push degradation — Push endpoints rejecting subscriptions; notifications dropped.

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.