From b5d93921da1930cd662fd34e5ebe80b6cb00e5f5 Mon Sep 17 00:00:00 2001
From: mbevill <108422645+mbevill@users.noreply.github.com>
Date: Wed, 16 Jul 2025 13:56:03 -0500
Subject: [PATCH] Update contacting-cloudflare-support.mdx

Updated the P Level definitions to include the actual names for P1, P2, P3, and P4
---
 .../support/contacting-cloudflare-support.mdx | 24 +++++++++----------
 1 file changed, 12 insertions(+), 12 deletions(-)

diff --git a/src/content/docs/support/contacting-cloudflare-support.mdx b/src/content/docs/support/contacting-cloudflare-support.mdx
index 37400dd2ad88fd1..b4841fceeea1d2f 100644
--- a/src/content/docs/support/contacting-cloudflare-support.mdx
+++ b/src/content/docs/support/contacting-cloudflare-support.mdx
@@ -190,32 +190,32 @@ Below are definitions of the priority levels Cloudflare assigns to cases and the
 
 ### Priority definitions
 
-- P1 - Critical Business Impact: Severe disruption to your business operations. This issue requires immediate and ongoing attention from both Cloudflare as well as yourself as it directly affects revenue, users, or business continuity.
+- P1 Urgent- Critical Business Impact: Severe disruption to your business operations. This issue requires immediate and ongoing attention from both Cloudflare as well as yourself as it directly affects revenue, users, or business continuity.
   - _Example_: Your websites, applications, or services are completely unavailable or severely impaired across multiple regions or ISPs.
   - _Example_: A confirmed, active security attack is causing major disruptions, such as denial of service, data breaches, or account compromises.
-- P2 - High Business Impact: Significant but localized service or security disruption. While not a full outage, this issue affects business operations and requires urgent resolution.
+- P2 High - High Business Impact: Significant but localized service or security disruption. While not a full outage, this issue affects business operations and requires urgent resolution.
   - _Example_: A recurring or persistent issue is affecting a portion of your users, such as degraded performance, intermittent outages, or limited accessibility.
   - _Example_: A past, confirmed security attack has resulted in measurable impact, requiring investigation and mitigation to prevent recurrence.
-- P3 -  Moderate Business Impact: Limited service impact or suspected security concerns. The issue does not pose an immediate risk but requires attention for continued reliability.
+- P3 Normal -  Moderate Business Impact: Limited service impact or suspected security concerns. The issue does not pose an immediate risk but requires attention for continued reliability.
   - _Example_: Your service is operational, but you are experiencing minor disruptions, such as performance fluctuations, unexpected behavior, or non-critical bugs.
   - _Example_: A suspected security threat has been detected but is currently mitigated (e.g., an attack that Cloudflare successfully blocked).
-- P4 - Low Business Impact: General inquiries and non-urgent requests. The issue does not impact your service availability or business operations.
+- P4 Low - Low Business Impact: General inquiries and non-urgent requests. The issue does not impact your service availability or business operations.
   - _Example_: You are requesting feature enhancements or recommendations for improving security or performance.
   - _Example_: You have questions about Cloudflare’s products, documentation, or best practices.
 
 ### Premium SLA
 
-- P1 - initial response in 1 hour
-- P2 - initial response in 2 hours 
-- P3 - initial response in 24 hours 
-- P4 - initial response in 24 hours
+- P1 Urgent- initial response in 1 hour
+- P2 High - initial response in 2 hours 
+- P3 Normal - initial response in 24 hours 
+- P4 Low - initial response in 24 hours
 
 ### Enterprise SLA
 
-- P1 - initial response in 2 hours
-- P2 - initial response in 4 hours
-- P3 - initial response in 48 hours
-- P4 - initial response in 48 hours
+- P1 Urgent - initial response in 2 hours
+- P2 High - initial response in 4 hours
+- P3 Normal - initial response in 48 hours
+- P4 Low - initial response in 48 hours
 
 ### SLOs for other plans