Makhzon 360 · RB-RENTALSIGNATURE

Rental Contract Signature Service — incident runbook

Runbook hubMakhzon console

Rental Contract Signature Service is monitored by Signature OTP monitor on signature OTP failure rate. It is owned by Sales Platform and serves the business services listed below. Use this runbook when an alert fires on this component.

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

dashboard: sim://grafana/rental-signaturelogs: sim://logs/rental-signatureowner: Sales Platformrunbook: RB-RENTALSIGNATURE

Signals & thresholds

  • Primary metric: signature OTP failure rate (%)
  • Warning threshold: ≥ 3%
  • Critical threshold: ≥ 8%
  • Dashboard: sim://grafana/rental-signature
  • Log source: sim://logs/rental-signature
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Unifonic SMS, Supabase PostgreSQL / APIs / Realtime

1. Detection

  1. Signature OTP monitor reports signature OTP failure rate above the warning threshold with errors returned by Unifonic SMS, Supabase PostgreSQL / APIs / Realtime.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Confirm reachability and response codes for Unifonic SMS, Supabase PostgreSQL / APIs / Realtime.
  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 signature OTP 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: Sales Platform.
  • Escalation owner (page on critical): Sales Platform.
  • 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)

Rental Contract Signing

External dependencies

Unifonic SMS — SMS one-time codes and operational messages

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.