Mawrooth · RB-MWAIGATEWAY

AI Model Gateway Client — incident runbook

Runbook hubMawrooth console

AI Model Gateway Client is monitored by Model call monitor on model call failure rate. It is owned by AI Platform and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at model call failure rate ≥ 5%, critical at ≥ 12%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/mw-ai-gatewaylogs: sim://logs/mw-ai-gatewayowner: AI Platformrunbook: RB-MWAIGATEWAY

Signals & thresholds

  • Primary metric: model call failure rate (%)
  • Warning threshold: ≥ 5%
  • Critical threshold: ≥ 12%
  • Dashboard: sim://grafana/mw-ai-gateway
  • Log source: sim://logs/mw-ai-gateway
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Lovable AI Gateway, OpenAI API

1. Detection

  1. Model call monitor reports model call failure rate above the warning threshold with errors returned by Lovable AI Gateway, OpenAI API.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Confirm reachability and response codes for Lovable AI Gateway, OpenAI API.
  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 model call 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: AI Platform.
  • Escalation owner (page on critical): AI 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 (3)

AI Document ImportHistorical SearchAI Translation

External dependencies

Lovable AI Gateway — Document extraction, translation and hint generation models

OpenAI API — Secondary model provider for extraction and analysis

Simulated incidents that exercise this runbook

AI import failures — Document extraction jobs failing at the model gateway; imports queueing.

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.