Guide: Pre-checks Before Escalating Turbot Guardrails Console Access Issues as #Critical ticket

[rajlearner17]

Note:

1. Will contain sample steps as applicable to check various aspects
2. Seggregate a section for SaaS vs Enterprise?

Runbook: Pre-checks Before Escalating Turbot Guardrails Console Access Issues

Description

This runbook should outline the steps to perform before raising a critical ticket when experiencing issues accessing the Turbot Guardrails console. It helps identify and troubleshoot common issues to avoid unnecessary escalations.

Pre-checks to Perform

1. Confirm Console Accessibility

   • Attempt to access the Turbot Guardrails console from:
     • Different browsers (clear cache and cookies)
     • Different devices
     • Different networks (e.g., bypass VPN, switch to another network)

2. Check Turbot Guardrails Service Status ( if SaaS Customer)

   • Verify if there are any ongoing issues on the Turbot Service Status page (link to status page, if available).
   • Review recent notifications or maintenance alerts from Turbot regarding scheduled downtimes or incidents.

3. Network and Connectivity Check

   • Ensure that there are no local network issues by confirming:
     • No ongoing VPN issues
     • Firewall rules or proxy settings aren't blocking access
   • Ping the Guardrails endpoint or use a network monitoring tool to check for connectivity problems.
     (- Provide sample commands for curl, nslookup etc)

4. AWS Infrastructure Health Check

   • Verify the status of critical AWS resources supporting Turbot Guardrails, such as:
     • EC2 instances
     • RDS databases
     • Networking components (VPC, subnets, routes)
   • Use AWS CloudWatch or your monitoring tools to identify any resource failures or outages.

5. Turbot CLI Access

   • Test whether the issue is specific to the console by attempting access via Turbot CLI.
   • Run basic commands (e.g., list guardrails or check AWS account configurations) to ensure Turbot services are still responsive.

6. Browser Console & Network Logs

   • Inspect browser console logs (F12 or right-click > Inspect) for any errors related to access.
   • Check for failed network requests in the Network tab of your browser developer tools.

Criteria for Raising a Critical Ticket

If all the above pre-checks are completed and access to the console remains unavailable, escalate the issue by opening a critical ticket with the following details:

• Description of the issue (e.g., console access failure, timeout, blank page)
• Results of the pre-checks (attach logs, error messages, screenshots, etc.)
• Affected AWS accounts or regions (if relevant)
• Time and date of the issue onset

Escalation Path

• Contact the internal team responsible for AWS/Guardrails monitoring.
• Raise a critical ticket with Turbot Support, attaching all pre-check logs and diagnostic information.

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