Operations Overview
Purpose
This Operations Manual defines standard procedures, KPIs, and protocols for managing Automated Worx automations, team responsibilities, and system health. All team members must follow these procedures to maintain operational excellence.
Key Responsibilities
Operations Team: Maintain agent uptime, respond to alerts, manage integrations
DevOps Team: System stability, performance optimization, security
Integration Specialists: New integrations, API management, vendor relationships
Management: KPI tracking, team coordination, strategic planning
Operating Hours
Core Hours
9-5 EST
Full staffing
Support Hours
24/7
On-call rotation
Maintenance
Sundays 2-4am
Planned downtime
Daily Responsibilities
Morning Checklist (Every Day @ 9:00 AM)
Responsible: Operations Lead
Time Required: 15 minutes
Alert Response (Continuous)
🔴 Critical Alert (Agent Down)
Response SLA: 5 minutes
Actions: Immediate notification, health check, restart if needed
Escalation: If not resolved in 30min, escalate to DevOps
🟡 Warning Alert (High Error Rate)
Response SLA: 30 minutes
Actions: Investigate logs, identify root cause
Escalation: If > 2 hours unresolved, escalate to engineering
🟢 Informational (Performance Degradation)
Response SLA: 4 hours
Actions: Monitor trend, optimize if needed
Documentation: Add to daily report
Weekly Review (Every Friday @ 4:00 PM)
Responsible: Team Lead
Time Required: 45 minutes
Monthly Planning (First Monday of Month)
Responsible: Operations Manager
Time Required: 2 hours
KPI Standards & Targets
Operational Excellence Metrics
SLA Achievement
99%
Target: 99%+
Avg Response Time
2.3 min
Target: <5 min
Agent Uptime
99.8%
Target: 99%+
Critical Issues
0
Target: 0/month
Compliance & Quality
Runbook Compliance
100%
Target: 100%
Change Mgmt Compliance
100%
Target: 100%
Security Incidents
0
Target: 0/quarter
Documentation
95%
Target: 95%+
Performance KPIs
Agent Deployment Time
<4h
Target: <4 hours
Issue Triage Time
<30m
Target: <30 min
Critical Alert Response
<5m
Target: <5 min
Integration Deployment
<1w
Target: <1 week
Strategic Metrics
New Integrations
2+/month
Target: 2+ per month
Process Improvements
3+/month
Target: 3+ per month
Training Sessions
2+/month
Target: 2+ per month
Cost Optimizations
1+/month
Target: 1+ per month
Adding a New Agent
📋 Standard Procedure: This is the standard process for adding new AI agents to the system. Total time: ~60 minutes. SLA Target: <4 hours per agent.
Step 1: Requirements Check (5 min)
⏱️ 5 min
Step 2: Configuration (15 min)
⏱️ 15 min
Step 3: Testing (20 min)
⏱️ 20 min
Step 4: Deployment (10 min)
⏱️ 10 min
Step 5: Documentation (10 min)
⏱️ 10 min
⚠️ Common Issues: If agent won't connect, verify API credentials. If success rate low, check error logs. If latency high, check integration availability.
Troubleshooting Guide
Agent Not Running
Symptom: Agent shows "Stopped"
Step 1: Check agent status in dashboard
Step 2: View recent logs for error messages
Step 3: If API error, verify credentials are current
Step 4: Click "Restart Agent" button
Step 5: Monitor for 5 minutes
If persists: Escalate to DevOps team
High Error Rate
Symptom: Success rate dropped below 95%
Step 1: Check error logs for error codes
Step 2: Verify integration availability (check 3rd party status page)
Step 3: Check API rate limits
Step 4: Review recent changes to configuration
Step 5: Revert changes if applicable
If persists: Contact integration vendor support
High Latency
Symptom: Avg latency > 250ms
Step 1: Check system resources (CPU, memory)
Step 2: Check network connectivity
Step 3: Check if other agents running heavy tasks
Step 4: Verify integration API response times
Step 5: Optimize agent configuration if possible
If persists: Escalate to DevOps for infrastructure review
Change Management Process
📋 Policy: All changes to agents, integrations, or system configuration must follow this process. No changes without documentation.
Change Request Process
Approved Change Types
Configuration Changes
Requires: Approval
API Credential Updates
Requires: Security review
Error Threshold Adjustments
Requires: Approval
New Integrations
Requires: Security + Approval
Emergency Response Procedures
🚨 Critical: These procedures apply when system is down or critically degraded. Follow exactly.
System Down (All Agents)
Target Recovery: <30 minutes
Security Breach
Do NOT: Attempt to cover up, delay notification, or continue with compromised credentials
Data Loss
Recovery Time: Varies, typically 1-4 hours
On-Call Rotation
Current Schedule: Check team calendar for on-call engineer. Contact via phone first, then Slack.
Supported Integrations
CRM Integrations
☁️
Salesforce
REST API v57+
📊
HubSpot
API v3
🔄
Pipedrive
API v1
Communication Integrations
💬
Slack
Webhooks + Bot API
📧
Gmail
Gmail API
📞
Teams
Webhooks + Bot API
Data Integrations
📋
Google Sheets
Sheets API v4
🗄️
PostgreSQL
JDBC/psycopg2
📦
MongoDB
PyMongo/MongoDB Driver
Security Protocols
API Credential Management
Data Protection
Access Control
Incident Response
SLA Definitions
Service Level Agreements
🔴 Critical - Agent Down
Definition: Agent not responding or returning 0 successful tasks
Response Time SLA: 5 minutes
Resolution SLA: 30 minutes
Escalation: If not resolved in 30min, escalate to VP Engineering
🟡 High - Error Rate > 10%
Definition: Success rate drops below 90%
Response Time SLA: 30 minutes
Resolution SLA: 4 hours
Escalation: If not resolved in 4h, escalate to engineering lead
🟢 Medium - Performance Issue
Definition: Latency increased >50% or success rate 85-90%
Response Time SLA: 2 hours
Resolution SLA: 24 hours
Escalation: If not resolved in 24h, add to next sprint planning
Monthly Uptime SLA
Target Uptime
99.9%
Per month
Allowed Downtime
43 min
Per month
Planned Maintenance
Sundays
2-4 AM EST