add table for sev definitions

website/docs/docs/dbt-support.md

@@ -5,32 +5,52 @@ pagination_next: null
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+Support for dbt is available to all users through the following channels:
+
+- Dedicated dbt Support team (For 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
 
+The global dbt Support team is available to dbt Cloud customers by email or in-product live chat:
+
+- **Enterprise plans** 
+  - Have [priority access](#severity-level)
+  - Options for custom support coverage hours
+  - Receive implementation assistance
+  - Dedicated account management
+  - Security and legal review by dbt Labs
+
+- **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.
+
 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!
 
 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?
+    - 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 I am getting this error message in dbt Cloud?
     - why my CI jobs are not kicking off as expected.
 
 
-### dbt Cloud Enterprise accounts
+## dbt Cloud Enterprise accounts
 
 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...**
@@ -51,4 +71,20 @@ Types of questions you should ask your Solutions Architect and Sales Director:
 - It is time for our contract renewal, what options do I have?
 
 
-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 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/).
+
+### Severity level
+
+Enterprise support tickets are assigned a severity level based on the impact of the issue on your business. The severity level determines the priority level of support you will receive. For specific ticket response times, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your 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. | 
+
+