The OP may have – unwillingly and unwittingly – become a part of the SaaS product's testing team. This happens more often that people realize. Behind the scene

The OP may have – unwillingly and unwittingly – become a part of the SaaS product's testing team. This happens more often that people realize. Behind the scenes, SaaS can be a shit show: Customer files a ticket => SaaS devs cannot reproduce (or don't bother to reproduce) but fix the presumed bug maybe => a new SaaS release => notify customer to upgrade, close their ticket => wait for response from the customer to see if the fix helped. Rinse & repeat, act aloof. Pretend it's the customer's fault all along.