Merge pull request #94 from ClickHouse/krithika-ch-patch-9-1

Update support.md

Author: gingerwizard

docs/en/about-us/support.md

@@ -7,7 +7,20 @@ sidebar_position: 30
 
 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.
 
-[Login to the Cloud console](https://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. 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.
+[Login to the Cloud console](https://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.