Maintainx incident runbook

MaintainX Incident Runbook

Overview

Step-by-step procedures for responding to MaintainX integration incidents, from detection through resolution and post-mortem.

Prerequisites

• Access to monitoring dashboards
• MaintainX admin API credentials
• On-call contact list

Severity Classification

Severity	Definition	Response Time
SEV-1	Complete integration failure, no work orders processing	15 min
SEV-2	Partial failure, some endpoints degraded	1 hour
SEV-3	Performance degradation, slow responses	4 hours
SEV-4	Non-critical feature broken, workaround available	Next business day

Instructions

Step 1: Immediate Triage (First 5 Minutes)

#!/bin/bash
echo "=== MaintainX Incident Triage ==="
echo "Time: $(date -u)"

# Check MaintainX API status
echo -e "\n--- API Health ---"
for endpoint in users workorders assets locations; do
  CODE=$(curl -s -o /dev/null -w "%{http_code}" \
    "https://api.getmaintainx.com/v1/$endpoint?limit=1" \
    -H "Authorization: Bearer $MAINTAINX_API_KEY")
  echo "  /$endpoint: HTTP $CODE"
done

# Check your integration service
echo -e "\n--- Integration Service ---"
curl -s http://localhost:3000/health | jq . 2>/dev/null || echo "  Service unreachable"

# Check recent error logs
echo -e "\n--- Recent Errors (last 10 min) ---"
# Adjust for your log system:
# journalctl -u maintainx-sync --since "10 min ago" --no-pager | grep -i error | tail -10

Step 2: Determine Root Cause

Symptom	Likely Cause	Check
All endpoints return 401	API key expired	echo ${#MAINTAINX_API_KEY} and test with curl
All endpoints return 5xx	MaintainX platform outage	Check status.getmaintainx.com
429 on all requests	Rate limit exceeded	Review request volume in last hour
Specific endpoint 404	API path changed	Check MaintainX changelog
Timeouts	Network issue	curl -w "Total: %time_total seconds" ...
Your service crashes	Application error	Check container logs, OOM, disk space

Step 3: Apply Mitigation

API Key Expired (SEV-1):

# Generate new key: MaintainX > Settings > Integrations > New Key
# Update in production:
# GCP Secret Manager:
echo -n "NEW_KEY_HERE" | gcloud secrets versions add maintainx-api-key --data-file=-
# Restart service to pick up new key:
gcloud run services update maintainx-integration --region us-central1 --no-traffic

Rate Limited (SEV-2):

// Immediately reduce request volume
// 1. Enable emergency rate limiting
process.env.MAINTAINX_MAX_REQUESTS_PER_SEC = '1';
// 2. Disable non-critical sync jobs
await disableScheduledJobs(['asset-sync', 'report-generator']);
// 3. Keep only critical work order processing

MaintainX Platform Outage (SEV-1):

// Switch to queue-based processing
// Buffer all outgoing requests for replay after recovery
const queue: Array<{ method: string; path: string; body: any }> = [];

function bufferRequest(method: string, path: string, body?: any) {
  queue.push({ method, path, body });
  console.log(`Buffered: ${method} ${path} (queue size: ${queue.length})`);
}

// When MaintainX recovers, replay buffered requests
async function replayQueue(client: MaintainXClient) {
  console.log(`Replaying ${queue.length} buffered requests...`);
  for (const req of queue) {
    await withRetry(() => client.request(req.method, req.path, req.body));
  }
  queue.length = 0;
}

Step 4: Verify Resolution

# Run full health check
curl -s http://localhost:3000/health | jq .

# Verify data flow
echo "Work orders created in last hour:"
curl -s "https://api.getmaintainx.com/v1/workorders?createdAtGte=$(date -u -d '1 hour ago' +%Y-%m-%dT%H:%M:%SZ)&limit=5" \
  -H "Authorization: Bearer $MAINTAINX_API_KEY" | jq '.workOrders | length'

# Check for data gaps
echo "Checking sync state..."
cat .maintainx-sync-state.json 2>/dev/null || echo "No sync state file found"

Step 5: Post-Incident Documentation

## Incident Report Template

**Date**: YYYY-MM-DD
**Severity**: SEV-X
**Duration**: X hours Y minutes
**Impact**: [What was affected - e.g., "work order sync halted for 2 hours"]

### Timeline
- HH:MM - Alert triggered
- HH:MM - Triage started
- HH:MM - Root cause identified
- HH:MM - Mitigation applied
- HH:MM - Full recovery confirmed

### Root Cause
[Technical explanation]

### Resolution
[What was done to fix it]

### Action Items
- [ ] Implement [specific improvement]
- [ ] Add monitoring for [gap found]
- [ ] Update runbook with [lesson learned]

Output

• Incident triaged and severity classified
• Root cause identified using diagnostic steps
• Mitigation applied (key rotation, rate reduction, or request buffering)
• Recovery verified with health checks and data flow validation
• Post-incident report documented

Error Handling

Scenario	Immediate Action
Total API failure	Buffer requests, check status page, escalate
Intermittent 500s	Enable retry logic, reduce request rate
Data sync gap	Note gap window, schedule backfill after recovery
Webhook delivery failure	Fall back to polling, queue missed events

Resources

• MaintainX Status Page
• MaintainX API Reference
• MaintainX Help Center

Next Steps

For data handling patterns, see maintainx-data-handling.

Examples

Automated alerting on integration health:

// Check health every 5 minutes, alert on failure
import cron from 'node-cron';

cron.schedule('*/5 * * * *', async () => {
  try {
    const res = await fetch('http://localhost:3000/health');
    const health = await res.json();
    if (health.status !== 'healthy') {
      await sendPagerDutyAlert({
        severity: 'critical',
        summary: `MaintainX integration degraded: ${JSON.stringify(health.checks)}`,
      });
    }
  } catch {
    await sendPagerDutyAlert({
      severity: 'critical',
      summary: 'MaintainX integration service unreachable',
    });
  }
});