intercom-incident-runbook

# Intercom Incident Runbook ## Overview Rapid incident response procedures for Intercom integration failures, including triage by HTTP status code, mitigation steps, and postmortem template. ## Severity Levels | Level | Definition | Response Time | Example | |-------|------------|---------------|---------| | P1 | All Intercom API calls failing | < 15 min | 401 auth failures, API unreachable | | P2 | Degraded service | < 1 hour | High latency, rate limited (429) | | P3 | Partial impact | < 4 hours | Webhook delays, search timeouts | | P4 | No user impact | Next business day | Monitoring gaps, stale cache | ## Quick Triage (Copy-Paste) ```bash #!/bin/bash echo "=== Intercom Incident Triage ===" # 1. Is Intercom's API responding? echo -n "1. API reachable: " curl -s -o /dev/null -w "%{http_code}" \ -H "Authorization: Bearer $INTERCOM_ACCESS_TOKEN" \ https://api.intercom.io/me echo "" # 2. Is there a platform-wide incident? echo -n "2. Intercom status: " curl -s https://status.intercom.com/api/v2/status.json | jq -r '.status.description' # 3. Active incidents on Intercom's side? echo -n "3. Active incidents: " curl -s https://status.intercom.com/api/v2/incidents/unresolved.json | jq '.incidents | length' # 4. Rate limit status echo -n "4. Rate limit remaining: " curl -s -D - -o /dev/null \ -H "Authorization: Bearer $INTERCOM_ACCESS_TOKEN" \ https://api.intercom.io/me 2>/dev/null | grep -i x-ratelimit-remaining | awk '{print $2}' # 5. Our health check echo -n "5...