Makhzon 360 · RB-SEARCHSVC

Search Service — incident runbook

Runbook hubMakhzon console

Search Service is monitored by Search probe on p95 search latency. It is owned by Data Platform and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at p95 search latency ≥ 500 ms, critical at ≥ 1100 ms. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/search-svclogs: sim://logs/search-svcowner: Data Platformrunbook: RB-SEARCHSVC

Signals & thresholds

  • Primary metric: p95 search latency (ms)
  • Warning threshold: ≥ 500 ms
  • Critical threshold: ≥ 1100 ms
  • Dashboard: sim://grafana/search-svc
  • Log source: sim://logs/search-svc
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Supabase PostgreSQL / APIs / Realtime

1. Detection

  1. Search probe reports p95 search latency at or above the warning threshold for two consecutive evaluation windows.
  2. Operators report slow screens or timeouts for the affected area.

2. Triage

  1. Open sim://grafana/search-svc and compare p95 search latency against the same window yesterday.
  2. Check whether latency is broad or limited to a single tenant, store or endpoint.
  3. Correlate with data-layer latency — a slow database usually shows here first.
  4. Look for a deploy, migration or heavy background job started in the last 30 minutes.

3. Mitigation

  1. Shed avoidable load: pause bulk jobs, exports and scheduled report builds.
  2. Reduce page size / concurrency for the heaviest endpoints.
  3. If a recent deploy correlates, roll it back.
  4. If a single tenant drives the load, throttle that tenant temporarily and inform them.

4. Verification

  1. Confirm p95 search latency 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: Data Platform.
  • Escalation owner (page on critical): Data 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 (7)

Product CatalogCustomer ManagementSupplier ManagementB2B Supplier DirectoryFinancial ReportingSearchArabic / English Experience

External dependencies

Supabase PostgreSQL / APIs / Realtime — Primary data plane, RPC and realtime channels

Simulated incidents that exercise this runbook

Supabase DB degradation — Primary Postgres data plane latency spike; RPC timeouts across engines.

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.