Update contacting-cloudflare-support.mdx

Author: TracyCloudflare

src/content/docs/support/contacting-cloudflare-support.mdx

@@ -2,26 +2,26 @@
 pcx_content_type: troubleshooting
 source: https://support.cloudflare.com/hc/en-us/articles/200172476-Contacting-Cloudflare-Support
 title: Contacting Cloudflare Support
-description: Learn how to contact Cloudflare Support via community, chat, or phone. Get help with issues, verify identity, and understand SLAs for different plans.
+description: Learn how to contact Cloudflare Support via community, case, chat, or phone. Get help with issues, verify identity, and understand SLAs for different plans.
 sidebar:
   order: 1
 ---
 ## Guidelines for contacting Cloudflare support
 
-Cloudflare Support _cannot_ perform the following actions:
+While Cloudflare can help in many situations, Cloudflare Support _cannot_ perform these actions:
 
 - Make configuration or account changes on a customer’s behalf
 - Provide sensitive account info over the phone
 - Troubleshoot or debug customer's code and its logic
-- Troubleshoot or answer questions about domains not associated with the Cloudflare account email address used to contact support
+- Troubleshoot or answer questions about domains other than those associated with the Cloudflare account email address used to contact support
 
 :::caution
 
 **Do not share** any sensitive information, such as passwords, credit
 card numbers, private keys, or API keys with Cloudflare.
 :::
 
-Before notifying Cloudflare of an issue with your site, refer to the [Cloudflare Status Page](https://www.cloudflarestatus.com/). If reporting issues with your site, ensure to provide adequate details in the support case _(refer to [Getting help with an issue](#getting-help-with-an-issue) for more information)_.
+Before notifying Cloudflare of an issue with your site, check the [Cloudflare Status Page](https://www.cloudflarestatus.com/). If reporting issues with your site, provide important details in the support case so that Support has adequate information to help resolve the case  _(you can read [Getting help with an issue](#getting-help-with-an-issue) for more information about helpful details)_.
 
 ---
 
@@ -41,7 +41,7 @@ As a Cloudflare customer, you can contact Cloudflare for support via the communi
 
 :::note
 
-Customers on Free plans are encouraged to utilize our Cloudflare Community and will only receive standard case support for billing, account, and registrar issues.
+Customers on Free plans are encouraged to utilize our Cloudflare Community or our self-help and automated documentation, and will only receive standard case support for billing, account, and registrar issues.
 
 :::
 
@@ -191,10 +191,10 @@ Below are definitions of the priority levels Cloudflare assigns to cases and the
 ### Priority definitions
 
 - P1 - Service is significantly impaired and unavailable in multiple user locations.
-  - _Example_: site outage issues or an ongoing attack.
-- P2 - Repeated inability to use the Service from a single location or localized region.
-  - _Example_: Localized site outage. These issues may be with a single website or even a single server.
-- P3 - Issues that may impact service performance or user experience but do not prevent service usage; account-related queries.
+  - _Example_: Complete outage over multiple sites or an ongoing attack.
+- P2 - Localized outages or repeated inability over a period of time to use the Service from a single location or localized region.
+  - _Example_: Specific geographic site outage. Issues may be with a single website or even a single server.
+- P3 - Issues that may impact user experience, but the issues do not prevent service usage; account-related questions.
   - _Example_: slow performance issues, information requests, or usage questions.
 - P4 - General questions related to Cloudflare's products and services
 
@@ -214,7 +214,7 @@ Below are definitions of the priority levels Cloudflare assigns to cases and the
 
 ### SLOs for other plans
 
-- PAYGO and Free customers - No SLAs are offered, but customers are responded to in the order in which their request is received. For a quicker answer, we highly recommend searching or posting on our [Community forums](https://community.cloudflare.com/).
+- PAYGO and Free customers - No SLAs are offered, but customers are responded to in the order in which their request is received. For a faster answer, we highly recommend searching or posting on our [Community forums](https://community.cloudflare.com/).
 
 ## Supported languages