add table for sev definitions (#4452)

clarifying sev definitions

website/docs/docs/dbt-support.md

@@ -5,34 +5,62 @@ pagination_next: null
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+Support for dbt is available to all users through the following channels:
+
+- Dedicated dbt Support team (dbt Cloud users).
+- [The Community Forum](https://discourse.getdbt.com/).
+- [dbt Community slack](https://www.getdbt.com/community/join-the-community/).
+
 ## dbt Core support
 
 If you're developing on the command line (CLI) and have questions or need some help — reach out to the helpful dbt community through [the Community Forum](https://discourse.getdbt.com/) or [dbt Community slack](https://www.getdbt.com/community/join-the-community/).
 
 ## dbt Cloud support
 
-We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you!
-Check out our guide on [getting help](/community/resources/getting-help) - half of the problem is often knowing where to look... and how to ask good questions!
+The global dbt Support team is available to dbt Cloud customers by email or in-product live chat. We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you!
+
+- **Enterprise plans** — Priority [support](#severity-level-for-enterprise-support), options for custom support coverage hours, implementation assistance, dedicated management, and dbt Labs security reviews depending on price point.
+- **Developer and Team plans** — 24x5 support (no service level agreement (SLA); [contact Sales](https://www.getdbt.com/pricing/) for Enterprise plan inquiries).
+- **Support team help** — Assistance with dbt Cloud questions, like project setup, login issues, error understanding, setup private packages, link to a new GitHub account, and so on.
+- **Resource guide** — Check the [guide](/community/resources/getting-help) for effective help-seeking strategies.
+
+<details>
+<summary>Example of common support questions</summary>
+Types of dbt Cloud-related questions our Support team can assist you with, regardless of your dbt Cloud plan:<br /><br />
+<b>How do I...</b><br />
+    - set up a dbt Cloud project?<br />
+    - set up a private package in dbt Cloud?<br />
+    - configure custom branches on git repos?<br />
+    - link dbt to a new GitHub account?<br /><br />
+<b>Help! I can't...</b><br />
+    - log in.<br />
+    - access logs.<br />
+    - update user groups.<br /><br />
+<b>I need help understanding...</b><br />
+    - why this run failed.<br />
+    - why I am getting this error message in dbt Cloud?<br />
+    - why my CI jobs are not kicking off as expected.<br />
+</details>
 
-Types of dbt Cloud-related questions our Support team can assist you with, regardless of your dbt Cloud plan:
-- **How do I...**
-    - set up a dbt Cloud project?
-    - set up a private package in dbt Cloud?
-    - configure custom branches on git repos?
-    - link dbt to a new github account?
-- **Help! I can't...**
-    - log in.
-    - access logs.
-    - update user groups.
-- **I need help understanding...**
-    - why this run failed.
-    - why I am getting this error message in dbt Cloud.
-    - why my CI jobs are not kicking off as expected.
+<!--
+- **Enterprise plans** 
+  - Have [priority access](#severity-level-for-enterprise-support)
+  - Options for custom support coverage hours
+  - Receive implementation assistance
+  - Dedicated account management
+  - Security review by dbt Labs depending on price point
+- **Developer and Team plans**
+  - 24x5 support
+  - No service level agreement included. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan.
+-->
 
+## dbt Cloud Enterprise accounts
 
-### dbt Cloud Enterprise accounts
+Basic assistance with dbt project troubleshooting.
+Help with errors and issues in macros, models, and dbt Labs' packages.
+For strategic advice, expansion, and project setup, consult Solutions Architect and Sales Director.
 
-For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project.  
+For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project:
 - **Something isn't working the way I would expect it to...**
     - in a macro I created...
     - in an incremental model I'm building...
@@ -50,5 +78,20 @@ Types of questions you should ask your Solutions Architect and Sales Director:
 - Here is our data road map for the next year - can we talk through how dbt fits into it and what features we may not be utilizing that can help us achieve our goals?
 - It is time for our contract renewal, what options do I have?
 
+### Severity level for Enterprise support
+
+Support tickets are assigned a severity level based on the impact of the issue on your business. The severity level is assigned by dbt Labs, and the level assigned determines the priority level of support you will receive. For specific ticket response time or other questions that relate to your Enterprise account’s SLA, please refer to your Enterprise contract.
+
+| Severity Level | Description |
+| -------------- | ----------- |
+| Severity Level 1 | Any Error which makes the use or continued use of the Subscription or material features impossible; Subscription is not operational, with no alternative available. | 
+| Severity Level 2 | Feature failure, without a workaround, but Subscription is operational. | 
+| Severity Level 3 | Feature failure, but a workaround exists. | 
+| Severity Level 4 | Error with low-to-no impact on Client’s access to or use of the Subscription, or Client has a general question or feature enhancement request. | 
+
+## External help
 
-When you need help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, check out our list of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/) or our [Services](https://www.getdbt.com/dbt-labs/services/) page!
+For SQL writing, project performance review, or project building, refer to dbt Preferred Consulting Providers and dbt Labs' Services.
+For help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, refer to the following pages:
+- List of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/).
+- dbt Labs' [Services](https://www.getdbt.com/dbt-labs/services/).