Support Runbook

Operational guides for troubleshooting MirachPOS issues.

Severity Levels

Level	Response	Examples
P1	Immediate (< 15 min)	System down, payments failing
P2	1 hour	Login broken, major feature unavailable
P3	4 hours	Performance issues, partial functionality
P4	24 hours	Minor bugs, cosmetic issues

Quick Reference

Health Checks

# API Health
curl https://api.mirachpos.com/health

# Database Status
mysql -e "SELECT 1"

# Server Resources
pm2 status

Logs

# API Logs
pm2 logs mirachpos-api

# Error Logs
tail -f /var/log/mirachpos/api.log | grep ERROR

# Webhook Logs
tail -f /var/log/mirachpos/api.log | grep webhook

Navigation

• P1 - Critical Issues - System down, payment failures
• P2 - High Issues - Login problems, major bugs
• P3 - Medium Issues - Performance, sync issues
• Diagnostic Commands - Useful commands and queries

Escalation Contacts

Role	Contact	When
On-Call Engineer	oncall@mirachpos.com	P1/P2 issues
Platform Lead	platform@mirachpos.com	Infrastructure
Security	security@mirachpos.com	Security incidents

External Vendors

Vendor	Support	Status Page
Chapa	support@chapa.co	status.chapa.co
Telebirr	support@telebirr.com	status.telebirr.com
AWS	aws.amazon.com/support	status.aws.amazon.com