Multi-Tenant Help Center Search Uses Staged Retrieval and Freshness Checks

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A design write-up argues that the main challenge in multi-tenant SaaS help center search is keeping answers tied to the correct tenant, document revision, and a defensible freshness guarantee, rather than picking a vector database. The author recommends a staged retrieval approach with explicit collections, bounded queries, and traceable source context, treating incremental indexing as a contract among ingestion, retrieval, and citation. After a duplicated queue event exposed the risk of stale answers, the author stresses revision checks before replacing chunks and recording rejected events. The piece suggests defining per-document metadata, setting a concrete freshness target such as ten minutes, and tracing each stage separately. It also recommends a small labeled evaluation set with gates for tenant leakage, top-k accuracy, and revision recency, and it notes that a Go harness for the query leg is included.

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