Merge pull request #2993 from neondatabase/docs-sla-note

docs: add sla note

content/docs/introduction/support.md

@@ -72,10 +72,10 @@ Neon AI chat is not an official Neon Support channel.
 
 Paying users can contact support by opening a support ticket in the Neon Console. Select **Support** from the **?** menu at the top of the Neon Console. This will open the **Create Support Ticket** modal, where you can describe your issue.
 
-To access the modal directly, click here: [Open Support Ticket](https://console.neon.tech/app/projects?modal=support).
+To access the modal directly, click here: [Open Support Ticket](https://console.neon.tech/app/projects?modal=support). If you are a paying user and cannot access the support ticket modal, you can contact Neon support at `[email protected]`.
 
-<Admonition type="note">
-If you are a paying user and cannot access the support ticket form in the Neon Console for some reason, you can contact Neon support at the following email address: `[email protected]`.
+<Admonition type="note" title="Receiving support under an SLA">
+To receive support under an [SLA](#slas), you must submit a ticket through the Neon Console or email `[email protected]`. These are the only channels that integrate with Neon's internal escalation system, ensuring your issue is tracked and prioritized appropriately.
 </Admonition>
 
 ![Support ticket modal](/docs/introduction/neon_support_modal.png)
@@ -98,6 +98,10 @@ Video chat is available to Priority and Enterprise support plan customers and ma
 
 Support Level Agreements (SLAs) are available to Business and Enterprise support plan customers. For Business plan, see [Business Plan SLA](https://neon.tech/neon-business-sla). If you are interested in exploring an Enterprise-level SLA, [get in touch with our sales team](/contact-sales).
 
+<Admonition type="note" title="Receiving support under an SLA">
+To receive support under an SLA, you must submit a ticket through the Neon Console or email `[email protected]`. These are the only channels that integrate with Neon's internal escalation system, ensuring your issue is tracked and prioritized appropriately.
+</Admonition>
+
 ### Dedicated Support Engineer
 
 The Dedicated Support Engineer option is available to Business and Enterprise customers. A dedicated engineer can develop in-depth knowledge of your systems, leading to more efficient issue resolution. To learn more, [contact our sales team](/contact-sales).