cloud: make community access visible and accurate in connected care relevant…

TOC-tidb-cloud-essential.md

@@ -691,7 +691,7 @@
     - Connected: IM Interaction for Support Tickets
       - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md)
       - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md)
-  - [Get Support](/tidb-cloud/tidb-cloud-support.md)
+  - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md)
 - FAQs
   - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md)
 - [Glossary](/tidb-cloud/tidb-cloud-glossary.md)

TOC-tidb-cloud-premium.md

@@ -639,7 +639,7 @@
     - Connected: IM Interaction for Support Tickets
       - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md)
       - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md)
-  - [Get Support](/tidb-cloud/tidb-cloud-support.md)
+  - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md)
 - FAQs
   - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md)
 - [Glossary](/tidb-cloud/tidb-cloud-glossary.md)

TOC-tidb-cloud-starter.md

@@ -702,7 +702,7 @@
     - Connected: IM Interaction for Support Tickets
       - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md)
       - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md)
-  - [Get Support](/tidb-cloud/tidb-cloud-support.md)
+  - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md)
 - FAQs
   - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md)
   - [{{{ .starter }}} FAQs](/tidb-cloud/serverless-faqs.md)

TOC-tidb-cloud.md

@@ -759,7 +759,7 @@
     - Connected: IM Interaction for Support Tickets
       - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md)
       - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md)
-  - [Get Support](/tidb-cloud/tidb-cloud-support.md)
+  - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md)
 - FAQs
   - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md)
 - [Glossary](/tidb-cloud/tidb-cloud-glossary.md)

tidb-cloud/connected-care-detail.md

@@ -119,10 +119,10 @@ This document provides detailed information about the [Connected Care](/tidb-clo
     <td>FAQ</td>
   </tr>
   <tr>
-    <td>Community Workspace</td>
-    <td>Community Workspace</td>
-    <td>Community Workspace</td>
-    <td>Community Workspace</td>
+    <td>Community (<a href="https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap">Slack</a> / <a href="https://discord.com/invite/KVRZBR2DrG">Discord</a>)</td>
+    <td>Community (<a href="https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap">Slack</a> / <a href="https://discord.com/invite/KVRZBR2DrG">Discord</a>)</td>
+    <td>Community (<a href="https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap">Slack</a> / <a href="https://discord.com/invite/KVRZBR2DrG">Discord</a>)</td>
+    <td>Community (<a href="https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap">Slack</a> / <a href="https://discord.com/invite/KVRZBR2DrG">Discord</a>)</td>
   </tr>
   <tr>
     <td><a href="https://tidb.ai/">TiDB.AI</a></td>

tidb-cloud/connected-care-overview.md

@@ -69,9 +69,32 @@ With these new features, the Connected Care services offer you better connectivi
 
 - New **Enterprise** and **Premium** plans: connect customers with modern communication tools and advanced AI capabilities through advanced monitoring service in Clinic, IM subscription for TiDB Cloud alerts, IM subscription for ticket updates, AI chat in IM, and IM interaction for support tickets.
 
-- New **Developer** plan: customers benefit from access to the same community and [TiDB.AI](https://tidb.ai/) assistance as the **Basic** plan, while also enjoying direct connections with unlimited access to technical support.
+- New **Developer** plan: customers benefit from access to the same community ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG)) and [TiDB.AI](https://tidb.ai/) assistance as the **Basic** plan, while also enjoying direct connections with unlimited access to technical support.
 
-- New **Basic** plan: customers will be guided to join the active community channels, where they can engage with other community members and interact with [TiDB.AI](https://tidb.ai/) for technical assistance.
+- New **Basic** plan: customers will be guided to join the active community channels ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG)), where they can engage with other community members and interact with [TiDB.AI](https://tidb.ai/) for technical assistance.
+
+## Support channels
+
+TiDB Cloud provides multiple support channels to help you get assistance, depending on the type of issue and your support plan.
+
+- Support Tickets ([Help Center](/tidb-cloud/tidb-cloud-support.md))
+
+    It is a ticket-based support channel for issues that require direct assistance from our global support team. [Billing and account-related tickets](/tidb-cloud/tidb-cloud-support.md#create-an-account-or-billing-support-ticket) are available to all TiDB Cloud users. [Technical support tickets](/tidb-cloud/tidb-cloud-support.md#create-a-technical-support-ticket) with guaranteed response times are available for paid support plans. Users without a paid support plan can ask technical questions through the Community channels.
+
+    For the Enterprise and Premium support plans within the paid support plans, the following enhanced capabilities are included. For more details, see [Connected Care Details](/tidb-cloud/connected-care-detail.md).
+
+    - Faster response times with defined SLAs
+    - Real-time communication through IM-based support
+    - Proactive support programs, such as [Clinic](/tidb-cloud/tidb-cloud-clinic.md)
+    - Dedicated or named support roles, for example, Technical Account Managers (TAM)
+
+- Community ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG))
+
+    Community provides an open discussion channel where you can ask questions, share experiences, and get guidance from the community and PingCAP engineers. It is suitable for general questions, usage discussions, and non-urgent technical issues.
+
+- [TiDB.AI](https://tidb.ai/)
+
+    TiDB.AI is an AI-powered assistant that answers common technical questions and documentation-related issues. It is suitable for quick and self-service help.
 
 ## Transition to Connected Care
 

tidb-cloud/tidb-cloud-support.md

@@ -1,11 +1,11 @@
 ---
-title: TiDB Cloud Support
+title: Work with the Support Team
 summary: Learn how to contact the support team of TiDB Cloud.
 ---
 
-# TiDB Cloud Support
+# Work with the Support Team
 
-TiDB Cloud offers tiered support plan offerings tailored to meet customers' needs. For more information, see [Connected Care Details](/tidb-cloud/connected-care-detail.md).
+TiDB Cloud offers tiered support plan offerings tailored to meet customers' needs. This document describes how to send support requests through the PingCAP Help Center portal. If you are looking for more information about our support offerings, see [Connected Care Details](/tidb-cloud/connected-care-detail.md).
 
 > **Note:**
 >
@@ -24,7 +24,7 @@ You can access the PingCAP Help Center via <https://tidb.support.pingcap.com/ser
 
 ## Create an account or billing support ticket
 
-To create a support ticket about account or billing issues, take the following steps:
+Billing and account-related tickets are available to all TiDB Cloud users. To create a support ticket about account or billing issues, take the following steps:
 
 1. Log in to the [PingCAP Help Center](https://tidb.support.pingcap.com/servicedesk/customer/portals), and then click [TiDB Cloud Account/Billing Support](https://tidb.support.pingcap.com/servicedesk/customer/portal/16).
 2. Click **Submit a request**.
@@ -46,7 +46,7 @@ To create a support ticket about technical issues, take the following steps:
 
     > **Note:**
     >
-    > The [TiDB Cloud Technical Support](https://tidb.support.pingcap.com/servicedesk/customer/portal/6) entry is only available for customers subscribed to **Developer**, **Enterprise**, or **Premium** [support plans](/tidb-cloud/connected-care-detail.md).
+    > The [TiDB Cloud Technical Support](https://tidb.support.pingcap.com/servicedesk/customer/portal/6) entry is only available for customers subscribed to **Developer**, **Enterprise**, or **Premium** [support plans](/tidb-cloud/connected-care-detail.md). For users with Basic support plan, you can ask technical questions by joining our [community](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) or [Discord](https://discord.com/invite/KVRZBR2DrG)), where PingCAP engineers and community members provide guidance.
 
 2. Click **Submit a request**.