What WikiFix found in the PostHog Handbook

posthog.com/handbook · 409 pages scanned · 40 places where pages disagree · a sample of 10

A handbook written in the open: sales playbooks, pricing, support and hiring processes.

Policy and process

What email types are allowed to be sent to unsubscribed users?

No emails: Respect consent — pick the right subscription topic, and never email unsubscribed users.
– Onboarding and lifecycle emails (marketing)
Only important service updates, if warranted: Important service updates are the only type of email we may send to unsubscribed users, and only if we feel it is warranted to do so.
– Email comms (marketing)

Whether an outage notice may go to people who unsubscribed is a consent question, and the two email pages answer it differently.

WikiFix finding: "What email types are allowed to be sent to unsubscribed users?" – one page says "No emails", one page says "Only important service updates, if warranted". Options to pick an answer, ask the page owner, or ignore.

Sales and customers

What support level does PostHog provide for self-hosted deployments?

Limited support: Need self-hosted - PostHog's self-hosted open-source deployment is made for hobbyists and since we're a small team, we can only provide limited support for it
– How to do discovery
No support, only docs and a migration recommendation: We no longer provide support for self-hosted deployments. If users contact us for help with self-hosted deployments then we refer them to our legacy docs and strongly recommend they migrate to PostHog Cloud).
– Partners; We do not otherwise provide support for self-hosted PostHog.
– Customer support

Sales reps promise a little; the support policy promises none.

WikiFix finding: "What support level does PostHog provide for self-hosted deployments?" – one page says "Limited support", one page says "No support, only docs and a migration recommendation". Options to pick an answer, ask the page owner, or ignore.

What is the pricing model for PostHog Logs?

billed per GB with custom retention billed per month at $0.05 per GB per month retained: Logs is generally available and billed per GB, with custom retention billed per month ($0.05/GB per month retained), set per service or per source.
– Customer experience (use-case selling)
per‑GB only with 10 GB free per month then $0.25 per GB after, with volume discounts: PostHog Logs is per-GB only. 10 GB free per month, $0.25/GB after, with volume discounts. No per-host fees. No per-retention-tier surcharges.
– Logs (how we position and sell)

One page prices Logs with a monthly retention charge; the other promises no retention surcharges at all, so a rep quoting either could be wrong.

WikiFix finding: "What is the pricing model for PostHog Logs?" – one page says "billed per GB with custom retention billed per month at $0.05 per GB per month retained", one page says "per‑GB only with 10 GB free per month then $0.25 per GB after, with volume discounts". Options to pick an answer, ask the page owner, or ignore.

What is the status of PostHog tracing and metrics?

does not ship distributed tracing or metrics today: Honest – PostHog doesn't ship distributed tracing or metrics today. Both are on the roadmap, coming this summer.
– Logs (how we position and sell)
tracing and metrics are in alpha and free during alpha, with no service map and no profiling: Be honest: tracing and metrics are alpha and free during alpha, with no service map and no profiling.
– Customer experience (use-case selling)

One sales page tells reps to say tracing doesn't exist yet; another tells them it's in alpha and free, so prospects hear different things depending on who they talk to.

WikiFix finding: "What is the status of PostHog tracing and metrics?" – one page says "does not ship distributed tracing or metrics today", one page says "tracing and metrics are in alpha and free during alpha, with no service map and no profiling". Options to pick an answer, ask the page owner, or ignore.

How can you verify that a credit addition in Stripe was successful?

Confirm in Billing Admin: After saving, you'll land on the customer view in Billing Admin — confirm the credit now appears on the customer's balance there. You don't need to check Stripe.
– Processing credits or refunds
Check in Stripe: After adding the credits, return to Stripe to ensure the changes were applied correctly.
– Metabase account analysis

One page says check Stripe; the newer page says you do not need to.

WikiFix finding: "How can you verify that a credit addition in Stripe was successful?" – one page says "Confirm in Billing Admin", one page says "Check in Stripe". Options to pick an answer, ask the page owner, or ignore.

When should customers ready to be owned by a Customer Success Manager be identified or handed over to a CSM?

No need to wait for the end of the quarter: For TAE accounts being handed over to a CSM, add the csm handover needed tag in PostHog Customer Analytics and flag it with the relevant CSM team lead. There's no need to wait for the end of the quarter.
– Account allocation
Coming up to the end of the quarter: Coming up to the end of the quarter, work with your team to identify any customers that are ready to be owned by a Customer Success Manager. Review these with Simon ahead of quarter end so that we can make for a clean transition of customers.
– Team leads

Same handover step, opposite timing.

WikiFix finding: "When should customers ready to be owned by a Customer Success Manager be identified or handed over to a CSM?" – one page says "No need to wait for the end of the quarter", one page says "Coming up to the end of the quarter". Options to pick an answer, ask the page owner, or ignore.

People, hiring, and pay

What is the decision turnaround time for the SuperDay hiring decision?

Within 48 hours: We aim to make a decision within 48 hours of SuperDay
– Hiring process; We aim to get back to you with a decision within 48 hours.
– Engineering SuperDay; We aim to get back to you with a decision within 48 hours.
– Sales and CS hiring
Within a few days: we'll get back to the candidate with our final decision ASAP (always within a few days).
– Engineering hiring

The engineering hiring page promises a slower answer than the company-wide page and its own SuperDay guide.

WikiFix finding: "What is the decision turnaround time for the SuperDay hiring decision?" – one page says "Within 48 hours", one page says "Within a few days". Options to pick an answer, ask the page owner, or ignore.

Engineering and configuration

Do product designers support small engineering teams?

Yes: Similar to product, designers support small teams.
– Small teams
No: Thus, engineers don't get support from product designers.
– Product design process

A direct yes-or-no conflict between the company page and the engineering page.

WikiFix finding: "Do product designers support small engineering teams?" – one page says "Yes", one page says "No". Options to pick an answer, ask the page owner, or ignore.

How effective are LLMs as prose linters?

effective at catching style guide violations: Tools like prose linters and LLMs are effective at catching style guide violations that humans often miss. Use them to check your writing against this entire guide.
– Docs style guide (wizard and docs)
not reliable, slow and expensive compared to deterministic tools: LLMs can generate drafts and reviews, but they are not reliable linters. They're slow and expensive compared to deterministic tools.
– Vale (wizard and docs)

One docs page tells writers to lean on an LLM to check style; the linter page says don't, so writers either pay for a check they were told not to run or skip one they were told to.

WikiFix finding: "How effective are LLMs as prose linters?" – one page says "effective at catching style guide violations", one page says "not reliable, slow and expensive compared to deterministic tools". Options to pick an answer, ask the page owner, or ignore.

Tools and operations

Where are feature requests tracked?

PostHog: We track feature requests in PostHog itself, on the Feature requests tab of Customer analytics. This replaces the custom object we used to keep in Vitally, so don't add new requests there.
– Feature requests (CS and onboarding)
Vitally: For any feature requests customers care deeply about, we should file and track those in Vitally.
– How we work (CS and onboarding); Loop in the relevant PM and engineering team. Be transparent about what we can and can't do. Make sure the request is also tracked in Vitally
– Risk mitigation and churn prevention (sales)
Vitally and #feature-request-feed channel: feature requests and painpoints are automatically added to Vitally and sent to #feature-request-feed channel
– How we use automation (CS and onboarding)

One page says new requests go in PostHog and not Vitally; three others still send people to Vitally, so requests end up split across two systems.

WikiFix finding: "Where are feature requests tracked?" – one page says "PostHog", one page says "Vitally", one page says "Vitally and #feature-request-feed channel". Options to pick an answer, ask the page owner, or ignore.

Run it on your own spaces.

Your first scan produces the same kind of report for your spaces, and reading it changes nothing on your pages.

Install in Confluence Examples from every set