# Operations, Monitoring & Support

### Monitoring

We monitor:

* API latency and error rates.
* Order creation and completion volumes.
* Driver online/offline statistics.
* Key business KPIs (conversion, cancellation, etc.).

Tools: (e.g., Grafana, Datadog, CloudWatch – specify what you use).

### Alerts

Critical alerts:

* High error rates on main APIs.
* Payment integration failures.
* Dispatch service not assigning drivers.

Alerts should go to the operations channel (Slack / email / other).

### Incident management

1. Detect and confirm the incident.
2. Communicate status to support and stakeholders.
3. Mitigate the impact (temporary fixes, rollbacks, feature switches).
4. Create a post-incident report (root cause, fixes, prevention).

### Support

* Customer support: in-app chat, phone, or email.
* Driver support: separate line or channel.

Common support actions:

* Check order status and history.
* Issue refunds or credits (if allowed).
* Block or unblock users (if needed).


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