Makhzon 360 · RB-WEBPWA

Web / PWA Presentation — incident runbook

Runbook hubMakhzon console

Web / PWA Presentation is monitored by Synthetic browser check on p95 page render latency. It is owned by Frontend Platform and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at p95 page render latency ≥ 1500 ms, critical at ≥ 3000 ms. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/web-pwalogs: sim://logs/web-pwaowner: Frontend Platformrunbook: RB-WEBPWA

Signals & thresholds

  • Primary metric: p95 page render latency (ms)
  • Warning threshold: ≥ 1500 ms
  • Critical threshold: ≥ 3000 ms
  • Dashboard: sim://grafana/web-pwa
  • Log source: sim://logs/web-pwa
  • SLA: 99.9% monthly availability
  • SLO: p95 render < 1500ms for 99% of sessions
  • External dependencies: Lovable Cloud Runtime / Internet / DNS-TLS, Browser / Device Capabilities

1. Detection

  1. Synthetic browser check reports p95 page render 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/web-pwa and compare p95 page render 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 page render 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: Frontend Platform.
  • Escalation owner (page on critical): Frontend 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 (25)

Identity & LoginStore / Tenant ManagementMulti-Store / Group ManagementBranch / Location ManagementStaff ManagementRoles & PermissionsProduct CatalogUnits & PacksVariantsBatch ManagementSerial Number ManagementBarcode OperationsInventory LedgerWarehouse InventoryStock TransferStocktake & AdjustmentSales / POSCustomer ManagementCRMSupplier ManagementB2B Supplier DirectoryRental ManagementExpense ManagementArabic / English ExperiencePWA / Offline Operations

External dependencies

Lovable Cloud Runtime / Internet / DNS-TLS — Edge runtime, DNS resolution and TLS termination

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

Simulated incidents that exercise this runbook

Application runtime 5xx spike — Edge runtime returning 5xx for a subset of routes.

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.