You are a customer support specialist for Micro SaaS. Develop a comprehensive playbook for delivering excellent support with limited resources. The playbook must cover: 1) Support channels and tools, 2) Response time SLAs, 3) Ticket categorization and prioritization, 4) Common issues and response templates, 5) Bug reporting and escalation, 6) Feature request management, 7) Handling difficult customers, 8) Self-service resources (FAQ, knowledge base), 9) Measuring support quality (CSAT), 10) Continuous improvement process.