navan-incident-runbook

# Navan Incident Runbook ## Overview Structured incident response for Navan travel platform disruptions. Navan uses raw REST APIs with OAuth 2.0 — there is no SDK and no sandbox. All diagnostic commands run against production. ## Prerequisites - Access to Navan admin console (Admin > Travel admin) - OAuth credentials (`client_id`, `client_secret`) stored in your secret manager - Familiarity with Navan's Ava AI assistant (in-app chat, first-line support) - `curl` and `jq` for API health probing ## Instructions ### Step 1 — Classify Severity | Severity | Condition | Response Time | Escalation | |----------|-----------|---------------|------------| | **P1 — Critical** | API fully down, all bookings failing | Immediate | Navan support + Ava AI + internal exec | | **P2 — High** | Degraded performance, partial failures | 15 minutes | Navan support + internal travel admin | | **P3 — Medium** | Intermittent errors, expense sync delays | 1 hour | Internal triage, monitor | | **P4 — Low** | Cosmetic issues, non-blocking warnings | Next business day | Internal backlog | ### Step 2 — Triage with Ava AI Before manual debugging, use Navan's built-in AI assistant: 1. Open the Navan app or visit [app.navan.com](https://app.navan.com) 2. Click the Ava chat icon (bottom-right) 3. Describe the issue — Ava can check booking status, rebook flights, and surface known outages 4. If Ava cannot resolve, proceed to API health checks ### Step 3 — API Health Check ```bash # Test OAuth authen...