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15 changes: 1 addition & 14 deletions docs/about-us/support.md
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Expand Up @@ -8,23 +8,10 @@ description: 'Information on ClickHouse Cloud support services'

# ClickHouse Cloud Support Services

ClickHouse provides Support Services for our ClickHouse Cloud users and customers. Our objective is a Support Services team that represents the ClickHouse product – unparalleled performance, ease of use, and exceptionally fast, high-quality results. For details, [visit our Support Services](https://clickhouse.com/support/program/) page.
ClickHouse provides Support Services for our ClickHouse Cloud users and customers. Our objective is a Support Services team that represents the ClickHouse product – unparalleled performance, ease of use, and exceptionally fast, high-quality results. For details, [visit our ClickHouse Support Program](https://clickhouse.com/support/program/) page.

[Login to the Cloud console](https://console.clickhouse.cloud/support) and select **Help -> Support** from the menu options to open a new support case and view the status of your submitted cases.

**Service level agreements ("SLA")**
Classification of severity levels for issues reported and response times.

| Severity Level | Trial | Basic | Scale | Enterprise |
|-----------------|-----------------------|--------------------------|----------------------------|----------------------------------------------------------------------------------------|
| Severity 1 | Not available | Not available | 1 hour 24x7 | 30 minute 24x7 |
| Severity 2 | Not available | Not available | 4 business hours | 2 business hours |
| Severity 3 | 1 business day | 1 business day | 1 business day | 1 business day |

(*) Business hours are Monday 00:00 UTC to Saturday 00:00 UTC

Customers can only log Severity 3 tickets for single replica services across tiers. The exception is for a service leveraging the compute-compute separation feature, where the parent service is running 3+ replicas.

You can also subscribe to our [status page](https://status.clickhouse.com) to get notified quickly about any incidents affecting our platform.

:::note
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