support: add severity levels

Author: sarahsanders-docker

content/manuals/desktop/troubleshoot-and-support/support.md

@@ -28,6 +28,16 @@ Support response times and availability vary by subscription tier:
 
 For detailed support features and response times, see [Docker Pricing](https://www.docker.com/pricing/).
 
+### Support severity
+
+Classify support requests by severity levels:
+
+| Severity   | Level    | Description                                                                                                                                                                 |
+| :--------- | :------- | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
+| Severity 1 | Critical | Full outage or complete loss of service. Docker is completely unavailable or a critical business function is blocked with no workaround available.                          |
+| Severity 2 | High     | Major disruption to service. Docker is experiencing significant performance degradation or a major feature is unavailable, impacting multiple users or critical workflows.  |
+| Severity 3 | Medium   | User issue with workaround available. Docker has a functional limitation or non-critical issue that can be circumvented with an alternative approach or temporary solution. |
+
 ### Community support
 
 All Docker users can seek support through the following resources, where Docker or the community respond on a best effort basis: