The SaaS Support Handbook

The SaaS Support HandbookTrain, then look it up.

The definitive craft book for SaaS support teams — HTTP and API errors, HAR files, SQL, MongoDB, and the evidence standard that turns a ticket into a diagnosis.

Start training
Look up HTTP errors
Capture a HAR

  • Evidence before opinion

    Timestamp, tenant, user, request ID, HAR, console, expected vs actual. If you cannot attach those, you do not yet have a bug report.

  • Status codes that lie

    401 is not 403. 502 is not 504. GraphQL can return HTTP 200 with errors. This book teaches the difference that changes the next step.

  • Queries that do not wreck prod

    Read-only SQL and MongoDB patterns support actually uses — filters, joins, JSON, ObjectId — with hard stops before UPDATE.

  • Public craft, private product

    The published site is product-agnostic. Product runbooks stay in a private build so secrets never ship with the handbook.

Public craft handbook. Product runbooks are excluded from this build.

Written for SaaS support teams. Keep customer secrets out of tickets, HARs, and this repo.