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support: add severity levels #23657

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support: add severity levels
sarahsanders-docker Nov 4, 2025
cc2205d
update definitions
sarahsanders-docker Nov 6, 2025
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10 changes: 10 additions & 0 deletions content/manuals/desktop/troubleshoot-and-support/support.md
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Expand Up @@ -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
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@aevesdocker aevesdocker Nov 5, 2025

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Nit: I'm not sure it's clear that this is connected to Premium Support. I wonder if we need to bring out Premium support from the callout into its own section


Classify support requests by severity levels:

| Severity | Level | Impact | Description |
| :--------- | :------- | :---------------------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Severity 1 | Critical | Widespread or company-wide service outage | A defect or outage that causes a complete loss of core functionality for many customers at once (systemic issue), or all users within a single customer organization. Business operations are halted and no workaround is available. |
| Severity 2 | High | Team or department-level impact | A defect or outage that prevents a significant subset of users within one organization (e.g., a team, department, or site) from using core functionality. The issue has severe business impact and no workaround exists. |
| Severity 3 | Medium | Individual user impact | A problem causing partial or non-critical loss of use of functionality for an individual user or small group. Business operations continue, often with a workaround available, but productivity is reduced. |

### Community support

All Docker users can seek support through the following resources, where Docker or the community respond on a best effort basis:
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5 changes: 5 additions & 0 deletions hugo_stats.json
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Expand Up @@ -37,6 +37,8 @@
"Compliant",
"Custom-builder",
"DNS-resolution",
"DSOS-Legacy-DVP-programs",
"DVP-program",
"Debian",
"Diff",
"Docker-Build-Cloud",
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"Old-Dockerfile",
"Other-providers",
"PHP",
"Post-rendering",
"PowerShell",
"PowerShell-CLI",
"Pre-rendering",
"Python",
"RHEL-8",
"RHEL-9",
Expand All @@ -134,6 +138,7 @@
"Teams",
"Testcontainers-Cloud",
"TypeScript",
"Typescript",
"Ubuntu",
"Ubuntu/Debian",
"Unix-pipe",
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