flexport-incident-runbook

# Flexport Incident Runbook ## Overview Incident response procedures for Flexport logistics API integration failures. Covers shipment tracking outages, customs data sync failures, webhook delivery loss, and API degradation scenarios. Flexport powers real-time supply chain visibility, so incidents directly impact shipment tracking, booking workflows, and customs compliance reporting. Classify severity immediately using the matrix below, then follow the matching playbook. ## Severity Levels | Level | Definition | Response Time | Example | |-------|-----------|---------------|---------| | P1 - Critical | Full API outage or customs data loss | 15 min | Flexport API returns 5xx on all endpoints | | P2 - High | Partial failure or webhook delivery loss | 30 min | Webhook events not arriving, stale shipment data | | P3 - Medium | Degraded performance or rate limiting | 2 hours | 429 responses, elevated latency on tracking calls | | P4 - Low | Single endpoint issue or key rotation | 8 hours | One shipment query failing, API key nearing expiry | ## Diagnostic Steps ```bash # Check API health curl -s -o /dev/null -w "HTTP %{http_code}\n" \ -H "Authorization: Bearer $FLEXPORT_API_KEY" \ -H "Flexport-Version: 2" \ https://api.flexport.com/shipments?per=1 # Check platform status curl -s https://status.flexport.com/api/v2/status.json | jq -r '.status.description' # Check rate limit remaining curl -s -D - -o /dev/null \ -H "Authorization: Bearer $FLEXPORT_API_KEY" \ -H "Fle...