RDoc-3149-3150 Cloud -> Support & Cloud -> Portal -> Support Tab - describe new support form (severity-response type approach)

Documentation/4.2/Raven.Documentation.Pages/cloud/cloud-support.markdown

@@ -9,7 +9,7 @@ and get your product-specific feedback and suggestions.
 
 * In this page:
     * [Available support options](../cloud/cloud-support#available-support-options)
-    * [Response time types](../cloud/cloud-support#response-time-types)
+    * [Severity and response time types](../cloud/cloud-support#severity-and-response-time-types)
 
 {NOTE/}
 
@@ -45,19 +45,27 @@ For a full support options comparison please check the [Pricing](https://cloud.r
 
 {PANEL/}
 
-{PANEL: Response time types}
+{PANEL: Severity and response time types}
 
-The *RavenDB Cloud* support form offers three types of **Response time**.
+The *RavenDB Cloud* support form offers three types of **Severity** and three types of **Response time**.
 
 {WARNING: }
 Please make sure you understand what each of the options stands for, so your request would get the correct priority and be routed to the right team.
 {WARNING/}
 
-| **Response**      | **Description**                                                                                                                                                                                                                                                                       |
-|-------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
-| Standard          | Non-critical errors, general questions, requests for enhancements to the Software.                                                                                                                                                                                                    |
-| Next business day | Reply within a next business day. Use when the error is not critical - no data has been lost, and the system has not failed. The error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.     |
-| Within 2 hours    | Your query will be responded to within two hours. Use when due to an error in a production environment, the Software is down or seriously impacted, or there is no workaround currently available, or the workaround is cumbersome to use, or the Customer data is lost or destroyed. |
+| **Severity** | **Description**                                                                                                                                                                                                                                 |
+|--------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
+| Minor        | Non-critical errors, general questions, requests for enhancements to the Software.                                                                                                                                                              |
+| Normal       | Use when the error is not critical - no data has been lost, and the system has not failed. The error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround. |
+| Critical     | Use when due to an error in a production environment, the Software is down or seriously impacted, or there is no workaround currently available, or the workaround is cumbersome to use, or the Customer data is lost or destroyed.             |
+
+---
+
+| **Response**      | **Description**                                                                     |
+|-------------------|-------------------------------------------------------------------------------------|
+| Standard          | Response time may vary depending on demand and may take up to several working days. |
+| Next business day | Reply within a next business day.                                                   |
+| Within 2 hours    | Your query will be responded to within two hours.                                   |
 
 {INFO: }
 **Within 2 hours** response time is only available for **Production tier** related issues.  

Documentation/4.2/Raven.Documentation.Pages/cloud/portal/cloud-portal-support-tab.markdown

@@ -26,12 +26,13 @@ The root selection is between submitting a support request regarding a **general
 !["Figure 2 - Support General Message"](images\portal-support-general-question-cloud-support.png "Figure 2 - Support General Message")
 
    **1**. Select to raise a general question.  
-   **2**. Select the expected response time: *Standard*, *Next business day*, or *Within 2 hours*.  
-   **3**. Enter your support request title.  
-   **4**. Enter your question.  
-   **5**. Submit your support request.
+   **2**. Select the issue severity: *Minor*, *Normal*, or *Critical*.  
+   **3**. Select the expected response time: *Standard*, *Next business day*, or *Within 2 hours*.  
+   **4**. Enter your support request title.  
+   **5**. Enter your question.  
+   **6**. Submit your support request.
 
-You can read more about the *Response time* types in the [Support](../../cloud/cloud-support#response-time-types) page.
+You can read more about the *Severity* and *Response time* types in the [Support](../../cloud/cloud-support#response-time-types) page.
 
 ---
 
@@ -41,14 +42,15 @@ You can read more about the *Response time* types in the [Support](../../cloud/c
 
    **1**. Select to raise a Product-related question.  
    **2**. Select the product you relate to.  
-   **3**. Select the expected response time: *Standard*, *Next business day*, or *Within 2 hours*.  
-   **4**. Select the issue category.  
-   **5**. Select the option associated with the instance restart action.  
-   **6**. Enter your support request title.  
-   **7**. Enter your question.  
-   **8**. Submit your support request.
-
-You can read more about the *Response time* types in the [Support](../../cloud/cloud-support#response-time-types) page.
+   **3**. Select the issue severity: *Minor*, *Normal*, or *Critical*.  
+   **4**. Select the expected response time: *Standard*, *Next business day*, or *Within 2 hours*.  
+   **5**. Select the issue category.  
+   **6**. Select the option associated with the instance restart action.  
+   **7**. Enter your support request title.  
+   **8**. Enter your question.  
+   **9**. Submit your support request.
+
+You can read more about the *Severity* and *Response time* types in the [Support](../../cloud/cloud-support#response-time-types) page.
 
 ---