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juicebox-incident-runbook

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Chinese

Juicebox Incident Runbook

Juicebox事件响应手册

Overview

概述

Standardized incident response procedures for Juicebox integration issues.
Juicebox集成问题的标准化事件响应流程。

Incident Severity Levels

事件严重等级

SeverityDescriptionResponse TimeExamples
P1Critical< 15 minComplete outage, data loss
P2High< 1 hourMajor feature broken, degraded performance
P3Medium< 4 hoursMinor feature issue, workaround exists
P4Low< 24 hoursCosmetic, non-blocking
严重等级描述响应时间示例
P1关键< 15分钟完全停机、数据丢失
P2高< 1小时主要功能故障、性能下降
P3中等< 4小时次要功能问题、存在临时解决方案
P4低< 24小时界面美化问题、无阻塞影响

Quick Diagnostics

快速诊断

Step 1: Immediate Assessment

步骤1：即时评估

bash
#!/bin/bash
bash
#!/bin/bash

quick-diag.sh - Run immediately when incident detected

quick-diag.sh - 事件检测到后立即运行

echo "=== Juicebox Quick Diagnostics ===" echo "Timestamp: $(date -u +%Y-%m-%dT%H:%M:%SZ)"
echo "=== Juicebox快速诊断 ===" echo "时间戳: $(date -u +%Y-%m-%dT%H:%M:%SZ)"

Check Juicebox status page

检查Juicebox状态页面

echo "" echo "=== Juicebox Status ===" curl -s https://status.juicebox.ai/api/status | jq '.status'
echo "" echo "=== Juicebox状态 ===" curl -s https://status.juicebox.ai/api/status | jq '.status'

Check our API health

检查我方API健康状态

echo "" echo "=== Our API Health ===" curl -s http://localhost:8080/health/ready | jq '.'
echo "" echo "=== 我方API健康状态 ===" curl -s http://localhost:8080/health/ready | jq '.'

Check recent error logs

检查近期错误日志

echo "" echo "=== Recent Errors (last 5 min) ===" kubectl logs -l app=juicebox-integration --since=5m | grep -i error | tail -20
echo "" echo "=== 近期错误（最近5分钟） ===" kubectl logs -l app=juicebox-integration --since=5m | grep -i error | tail -20

Check metrics

检查指标

echo "" echo "=== Error Rate ===" curl -s http://localhost:9090/api/v1/query?query=rate\(juicebox_requests_total\{status=\"error\"\}\[5m\]\) | jq '.data.result[0].value[1]'
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echo "" echo "=== 错误率 ===" curl -s http://localhost:9090/api/v1/query?query=rate\(juicebox_requests_total\{status=\"error\"\}\[5m\]\) | jq '.data.result[0].value[1]'
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Step 2: Identify Root Cause

步骤2：确定根本原因

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Incident Triage Decision Tree

事件分类决策树

  1. Is Juicebox status page showing issues?
    • YES → External outage, skip to "External Outage Response"
    • NO → Continue
  2. Are we getting authentication errors (401)?
    • YES → Check API key validity, skip to "Auth Issues"
    • NO → Continue
  3. Are we getting rate limited (429)?
    • YES → Skip to "Rate Limit Response"
    • NO → Continue
  4. Are requests timing out?
    • YES → Skip to "Timeout Response"
    • NO → Continue
  5. Are we getting unexpected errors?
    • YES → Skip to "Application Error Response"
    • NO → Gather more data
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  1. Juicebox状态页面是否显示异常？
    • 是 → 外部停机，跳转到“外部停机响应”
    • 否 → 继续
  2. 是否出现认证错误（401）？
    • 是 → 检查API密钥有效性，跳转到“认证问题响应”
    • 否 → 继续
  3. 是否被限流（429）？
    • 是 → 跳转到“限流响应”
    • 否 → 继续
  4. 请求是否超时？
    • 是 → 跳转到“超时响应”
    • 否 → 继续
  5. 是否出现意外错误？
    • 是 → 跳转到“应用程序错误响应”
    • 否 → 收集更多数据
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Response Procedures

响应流程

External Outage Response

外部停机响应

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When Juicebox is Down

当Juicebox停机时

  1. Confirm Outage
  2. Enable Fallback Mode
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_FALLBACK=true
  3. Notify Stakeholders
    • Post to #incidents channel
    • Update status page if customer-facing
  4. Monitor Recovery
    • Set up alert for Juicebox status change
    • Prepare to disable fallback mode
  5. Post-Incident
    • Disable fallback when Juicebox recovers
    • Document timeline and impact
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  1. 确认停机状态
  2. 启用 fallback 模式
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_FALLBACK=true
  3. 通知相关人员
    • 在#incidents频道发布消息
    • 若面向客户，更新状态页面
  4. 监控恢复情况
    • 设置Juicebox状态变化告警
    • 准备禁用fallback模式
  5. 事件后处理
    • Juicebox恢复后禁用fallback模式
    • 记录时间线和影响范围
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Auth Issues Response

认证问题响应

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When Authentication Fails

当认证失败时

  1. Verify API Key
    bash
    # Mask key for logging
echo "Key prefix: ${JUICEBOX_API_KEY:0:10}..."

# Test auth
curl -H "Authorization: Bearer $JUICEBOX_API_KEY" \
  https://api.juicebox.ai/v1/auth/me
  2. Check Key Status in Dashboard
  3. Rotate Key if Compromised
    • Generate new key in dashboard
    • Update secret manager
    • Restart pods
    bash
    kubectl rollout restart deployment/juicebox-integration
  4. Verify Recovery
    • Check health endpoint
    • Monitor error rate
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  1. 验证API密钥
    bash
    # 为日志屏蔽密钥
echo "密钥前缀: ${JUICEBOX_API_KEY:0:10}..."

# 测试认证
curl -H "Authorization: Bearer $JUICEBOX_API_KEY" \
  https://api.juicebox.ai/v1/auth/me
  2. 在控制台检查密钥状态
  3. 若密钥泄露则轮换密钥
    • 在控制台生成新密钥
    • 更新密钥管理器
    • 重启Pod
    bash
    kubectl rollout restart deployment/juicebox-integration
  4. 验证恢复情况
    • 检查健康端点
    • 监控错误率
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Rate Limit Response

限流响应

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When Rate Limited

当被限流时

  1. Check Current Usage
    bash
    curl -H "Authorization: Bearer $JUICEBOX_API_KEY" \
  https://api.juicebox.ai/v1/usage
  2. Immediate Mitigation
    • Enable aggressive caching
    • Reduce request rate
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_RATE_LIMIT=10
  3. If Quota Exhausted
    • Contact Juicebox support for temporary increase
    • Implement request queuing
  4. Long-term Fix
    • Review usage patterns
    • Implement better caching
    • Consider plan upgrade
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  1. 检查当前使用情况
    bash
    curl -H "Authorization: Bearer $JUICEBOX_API_KEY" \
  https://api.juicebox.ai/v1/usage
  2. 即时缓解措施
    • 启用激进缓存策略
    • 降低请求频率
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_RATE_LIMIT=10
  3. 若配额耗尽
    • 联系Juicebox支持申请临时提升配额
    • 实现请求排队机制
  4. 长期解决方案
    • 分析使用模式
    • 优化缓存策略
    • 考虑升级套餐
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Timeout Response

超时响应

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When Requests Timeout

当请求超时时

  1. Check Network
    bash
    # DNS resolution
nslookup api.juicebox.ai

# Connectivity
curl -v --connect-timeout 5 https://api.juicebox.ai/v1/health
  2. Check Load
    • Review query complexity
    • Check for unusually large requests
  3. Increase Timeout
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_TIMEOUT=60000
  4. Implement Circuit Breaker
    • Enable circuit breaker if repeated timeouts
    • Serve cached/fallback data
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  1. 检查网络状况
    bash
    # DNS解析
nslookup api.juicebox.ai

# 连通性测试
curl -v --connect-timeout 5 https://api.juicebox.ai/v1/health
  2. 检查负载情况
    • 分析查询复杂度
    • 检查是否存在异常大请求
  3. 增加超时时间
    bash
    kubectl set env deployment/juicebox-integration JUICEBOX_TIMEOUT=60000
  4. 实现断路器机制
    • 若重复出现超时则启用断路器
    • 返回缓存数据或fallback数据
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Incident Communication Template

事件沟通模板

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Incident Report Template

事件报告模板

Incident ID: INC-YYYY-MM-DD-XXX Status: Investigating | Identified | Monitoring | Resolved Severity: P1 | P2 | P3 | P4 Start Time: YYYY-MM-DD HH:MM UTC End Time: (when resolved)
事件ID: INC-YYYY-MM-DD-XXX 状态: 调查中 | 已定位 | 监控中 | 已解决 严重等级: P1 | P2 | P3 | P4 开始时间: YYYY-MM-DD HH:MM UTC 结束时间: （解决后填写）

Summary

摘要

[Brief description of the incident]
[事件简要描述]

Impact

影响范围

  • Users affected: [number/percentage]
  • Features affected: [list]
  • Duration: [time]
  • 受影响用户数：[数量/百分比]
  • 受影响功能：[列表]
  • 持续时间：[时长]

Timeline

时间线

  • HH:MM - Incident detected
  • HH:MM - Investigation started
  • HH:MM - Root cause identified
  • HH:MM - Mitigation applied
  • HH:MM - Incident resolved
  • HH:MM - 事件被检测到
  • HH:MM - 开始调查
  • HH:MM - 定位根本原因
  • HH:MM - 应用缓解措施
  • HH:MM - 事件已解决

Root Cause

根本原因

[Description of what caused the incident]
[事件原因描述]

Resolution

解决方案

[What was done to fix it]
[修复措施说明]

Action Items

行动项

  • Action 1 (Owner, Due Date)
  • Action 2 (Owner, Due Date)
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  • 行动1（负责人，截止日期）
  • 行动2（负责人，截止日期）
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On-Call Checklist

值班检查表

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On-Call Handoff Checklist

值班交接检查表

Before Shift

值班前

  • Access to all monitoring dashboards
  • VPN/access to production systems
  • Runbook bookmarked
  • Escalation contacts available
  • 拥有所有监控仪表盘的访问权限
  • 可通过VPN访问生产系统
  • 已收藏运行手册
  • 可联系到升级联系人

During Shift

值班期间

  • Check dashboards every 30 min
  • Respond to alerts within SLA
  • Document all incidents
  • Escalate P1/P2 immediately
  • 每30分钟检查一次仪表盘
  • 在SLA内响应告警
  • 记录所有事件
  • 立即升级P1/P2事件

End of Shift

值班结束

  • Handoff open incidents
  • Update incident log
  • Brief incoming on-call
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  • 交接未解决事件
  • 更新事件日志
  • 向接班值班人员简要说明情况
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Output

输出内容

  • Diagnostic scripts
  • Response procedures
  • Communication templates
  • On-call checklists
  • 诊断脚本
  • 响应流程
  • 沟通模板
  • 值班检查表

Resources

参考资源

Next Steps

后续步骤

After incident, see 
juicebox-data-handling
for data management.
事件处理完成后，参考
juicebox-data-handling
进行数据管理。