Start with support boundaries
Know what operators can do, what customers can do, and when to escalate.
Jericho Trusted Operator Runbooks
These runbooks help trusted operators manage Jericho customer support workflows without engineering escalation.
Find a customer tenant
Locate the correct organization before changing anything.
Organization scoping
Understand parent/child tenant behavior and where scoping mistakes happen.
Escalate safely
Gather the evidence engineering needs before handing off.
Operating principle
Section titled “Operating principle”A runbook is done only when an operator can follow it in a browser, verify the expected result, and know when to stop.