Update SUPPORT.md (#287)

add triage support times

Author: hewatson-msft

SUPPORT.md

@@ -1,13 +1,51 @@
 # Support
 
-## How to file issues and get help  
+This open source project is provided "as-is" without official formal support from Microsoft. That said, the maintainer team strives to provide best effort responses along the timelines provided below.
 
-This project uses GitHub Issues to track bugs and feature requests. Please search the existing 
-issues before filing new issues to avoid duplicates.  For new issues, file your bug or 
-feature request as a new Issue.
+## Scope
 
-For help and questions about using this project, please use the discussions feature of this repo.
+These service level objectives apply to [Issues](https://github.com/Azure-Samples/Copilot-Studio-with-Azure-AI-Search/issues) raised in the public [GitHub repository](https://github.com/Azure-Samples/Copilot-Studio-with-Azure-AI-Search).
 
-## Microsoft Support Policy  
+### Response Times
 
-Support for this **PROJECT** is limited to the resources listed above.
+| Issue Type                        | Triage Response Time |
+|-----------------------------------|----------------------|
+| Critical security vulnerabilities | 1 day                |
+| Bugs affecting core functionality | 5 days               |
+| Feature requests and enhancements | 14 days              |
+| General questions                 | 14 days              |
+
+### Definitions
+
+- Response means initial acknowledgment, labeling, or request for clarification - not necessarily a resolution
+- Days are to be interpreted as business days from **Monday-Friday**, excluding major holidays
+- Times are calculated from issue creation to first maintainer response
+
+### What We Provide
+
+- Public issue tracking and discussion
+- Documentation and self-service resources
+- Regular monthly release cycles. Out-of-band releases may occur when necessary, such as in response to a breaking change or a security-related fix.
+- Security patches for critical vulnerabilities in supported versions (up to last published version).
+
+### What We Don't Provide
+
+- Guaranteed resolution timelines
+- 24/7 support
+- Phone or video support
+- Custom development or consulting
+- Support for end-of-life versions
+- Private/priority support queues
+
+## How to streamline the response process
+
+1. **Search Existing Issues:** Before creating a new issue, please verify that the existing issues in the repository do not already reflect the issue you are facing or the feature that you are requesting. This helps avoid duplicates and can save time.
+1. **File a New Issue:** If you do not find an existing issue that matches what you are experiencing, feel free to open a new one by:
+   1. Going to the [Issues](https://github.com/Azure-Samples/Copilot-Studio-with-Azure-AI-Search/issues) section of this repository.
+   1. And click on [New Issue](https://github.com/Azure-Samples/Copilot-Studio-with-Azure-AI-Search/issues/new/choose).
+1. **Use the correct issue template**  and clearly describe the issue or feature request, providing as much detail as possible, including steps to reproduce the issue, if applicable. Be sure to call out actual vs expected behavior in your report.
+
+## Escalation Path
+
+1. GitHub [Issues](https://github.com/Azure-Samples/Copilot-Studio-with-Azure-AI-Search/issues) for bugs and feature requests
+1. Security vulnerabilities: [[email protected]](mailto:[email protected]) (private disclosure)