Makhzon 360 · RB-SUPPLIERGOV

Supplier Governance Engine — incident runbook

Runbook hubMakhzon console

Supplier Governance Engine is monitored by Governance review monitor on verification queue depth. It is owned by Marketplace Ops and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at verification queue depth ≥ 40 items, critical at ≥ 120 items. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/supplier-govlogs: sim://logs/supplier-govowner: Marketplace Opsrunbook: RB-SUPPLIERGOV

Signals & thresholds

  • Primary metric: verification queue depth (items)
  • Warning threshold: ≥ 40 items
  • Critical threshold: ≥ 120 items
  • Dashboard: sim://grafana/supplier-gov
  • Log source: sim://logs/supplier-gov
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Supabase PostgreSQL / APIs / Realtime

1. Detection

  1. Governance review monitor reports verification queue depth above the warning threshold — users cannot complete sign-in or verification.
  2. Support receives multiple access-denied reports within minutes.

2. Triage

  1. Confirm status of Supabase PostgreSQL / APIs / Realtime.
  2. Separate new sign-ins from token refresh failures.
  3. Check whether failures are global or limited to one tenant or provider.

3. Mitigation

  1. Post an operator notice with the expected recovery window.
  2. Avoid forced re-authentication while the provider is degraded.
  3. Pause bulk invitations and verification batches.

4. Verification

  1. Confirm verification queue depth 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: Marketplace Ops.
  • Escalation owner (page on critical): Marketplace Ops.
  • 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 (3)

Supplier GovernanceB2B Supplier DirectoryTrade Relationship Management

External dependencies

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

Simulated incidents that exercise this runbook

Marketplace RPC failures — B2B marketplace RPC endpoints erroring; orders cannot transition.

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.