## Goal

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

## Daily cadence

| Window | Main action |
| --- | --- |
| Start of shift | Review open alerts and event backlog |
| Mid-shift | Validate ticket SLAs and checkout anomalies |
| End of shift | Handover with risk context and next steps |

## Triage flow

<Steps>
  <Step title="1) Classify impact">Determine if issue is local (single organization) or platform-wide.</Step>
  <Step title="2) Apply runbook">Pick the right runbook: checkout, webhooks, fiscal, or access.</Step>
  <Step title="3) Communicate status">Update ticket and incident channel with action and ETA.</Step>
  <Step title="4) Close with evidence">Close only after functional validation and probable-cause notes.</Step>
</Steps>

<Tip title="Support quality">Fast response without context creates rework. Prioritize clear diagnosis and concrete action.</Tip>