Support boundaries

Operator-owned work

Trusted operators can usually handle using only ActiveAdmin and Litmos admin:

• Customer setup verification.
• SSO and SCIM configuration checks against public setup docs.
• Whitelisting questions.
• Direct Mail Injection status checks.
• Campaign visibility and basic tenant navigation.
• Gathering evidence for engineering.

Engineering-owned work

Escalate to Jericho engineering for:

• Production errors or suspected bugs.
• Data corrections that require database access.
• Any workflow requiring Rails console, application logs, GitHub, feature flags, deploys, or code inspection.
• Any request involving raw API tokens, secrets, or credentials.
• Unexpected ActiveAdmin behavior.
• Customer-impacting bulk changes.
• Anything that changes authentication, authorization, tenant scoping, or billing behavior.

Customer-facing language

When a workflow requires engineering, say:

We have enough information to escalate this to Jericho engineering. We will follow up after they review the tenant state and logs.

Do not promise a root cause before engineering has reviewed the evidence.