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Support operations playbook

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Support operations playbook

Daily model for support and operations focused on stability, SLA, and communication.

explanation • updated 2026-03-15

Goal

Define a repeatable model for support and operations teams to track platform health and incidents.

Daily cadence

WindowMain action
Start of shiftReview open alerts and event backlog
Mid-shiftValidate ticket SLAs and checkout anomalies
End of shiftHandover with risk context and next steps

Triage flow

  1. 11) Classify impact

    Determine if issue is local (single organization) or platform-wide.

  2. 22) Apply runbook

    Pick the right runbook: checkout, webhooks, fiscal, or access.

  3. 33) Communicate status

    Update ticket and incident channel with action and ETA.

  4. 44) Close with evidence

    Close only after functional validation and probable-cause notes.