## When to use

Use this runbook when there is confirmed impact on checkout, webhooks, fiscal issuance, or dashboard access.

<Warning title="Escalation">For P1 incidents, start a war room within the first 5 minutes.</Warning>

## Operational sequence

<Steps>
  <Step title="1) Classify severity">Classify as P1, P2, or P3 based on customer impact and duration.</Step>
  <Step title="2) Mitigate first">Enable containment feature flags before deep root-cause analysis.</Step>
  <Step title="3) Communicate status">Publish internal and external updates every 15 minutes for P1.</Step>
  <Step title="4) Recover and validate">Confirm backlog drain, normal latency, and no fiscal pending state.</Step>
  <Step title="5) Postmortem">Close with RCA, action items, and owner within 24 hours.</Step>
</Steps>

## Initial communication template

```md
## Incident in progress

- Severity: P1
- Started at: 14:20 UTC
- Impact: intermittent checkout failures
- Mitigation: retry queue fallback enabled
- Next update: 15 minutes
```

## Recovery signals

- Checkout success rate returns to baseline.
- Webhook queue stops growing.
- No new critical errors in fiscal reconciliation.