Coach | Reading Module

Runbook: Customer Reported Degradation

Status: Not Started | Pass threshold: 100% | Points: 75

L3 25 min triage

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Completion happens in the checkpoint panel below.

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Runbook: Cross Team Bridge Escalation

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Coach Service Topology

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Runbook: Reactive Escalation Intake

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Learning Guidance

Objectives

validate report quality and affected cohorts
align reported symptoms to product domains
initiate telemetry checks even without direct coach monitor
credible broad impact vs isolated support noise
severity upgrade when telemetry lags reports

Evidence To Capture

report sample set
cohort segmentation
cross-product validation notes

Source Artifacts

Internal source references are available for maintainers but are not exposed in deployed environments.

Field Evidence

Real incidents related to what you're learning.

01KJ07RGM3D7Q7W8QQYZRXDW2E

2/21/2026 | n/a

medium

Stores not appearing for ROCC Audits in Byte Coach Tool

Some stores that are open in SSAM are not appearing in the Byte Coach Tool for ROCC Audits, as reported by a user accessing the Restaurant Hub application.

coach Same product lane: coachKeywords: reported, open

Study Incident →

01KHY96TJYYRW11V0Z9RQJHAYY

2/20/2026 | n/a

medium

Unable to enter QR code to launch Best Voices Survey in Micro App

Users are unable to enter the QR code to launch the Best Voices Survey within the best voices micro app of Byte Coach.

coach Same product lane: coach

Study Incident →

01KHY05ZG6MKF9GFJ23NWJTE9Q

2/20/2026 | n/a

medium

[Astro Alert] WARNING: DAG run failed for sf2fourth_recon_trigger

**Alert Notification Time:** not set **DAG Name:** 2026-02-20T17:04:47Z **Deployment Name:** sf2fourth_recon_trigger **Workspace Name:** ph_us_astro3_dataeng...

shared Keywords: trigger, timeRoot cause (deployment) aligns with L3 focus

Study Incident →

Module Content

Not Started

Key Takeaways

Support channels show credible degradation reports before monitors confirm.
Build a quick cohort table:
Map reports to likely service domains.
Open parallel telemetry checks in likely product areas.
Escalate when evidence supports systemic impact.

Trigger

Support channels show credible degradation reports before monitors confirm.

Triage Steps

Build a quick cohort table:

brand/market
channel
symptom
first seen time

Map reports to likely service domains.
Open parallel telemetry checks in likely product areas.
Escalate when evidence supports systemic impact.

Escalation

Route to incident lead when customer impact is expanding despite partial telemetry.

Recovery Validation

Report trend normalizes.
Owners validate corrective action and no active residual risk.

Reading Checkpoint

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Reflection

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