feat(account): support ticket severity

Author: jsudraud

pages/account/how-to/open-a-support-ticket.mdx

@@ -3,7 +3,7 @@ title: How to open and write a support ticket
 description: Learn how to open and write an effective support ticket
 tags: support help ticket support-ticket assistance
 dates:
-  validation: 2025-07-22
+  validation: 2025-07-29
   posted: 2021-06-22
 ---
 import Requirements from '@macros/iam/requirements.mdx'
@@ -27,13 +27,13 @@ Scaleway provides 24/7 basic technical support by ticket for free. You can conta
 
 - **Severity**: select the severity level based on the impact of the issue (see table below).
 
-
-| **Severity** | **Description**                                                           | **Examples**                                           |
-|--------------|---------------------------------------------------------------------------|--------------------------------------------------------|
-| **Low**      | Non-urgent issues with minimal impact on your operations.                 | General questions about product configuration.         |
-| **Medium**   | Issues that affect your operations but have workarounds available.        | Instance is slower than expected but still accessible. |
-| **High**     | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors.               |
-
+| **Severity** | **Description**              | **Example**                                                                             |
+|--------------|------------------------------|-----------------------------------------------------------------------------------------|
+| **P1**       | Service down                 | Your infrastructure is not working in production, and no workaround is available.       |
+| **P2**       | Partial service outage       | Your infrastructure is partly functional but facing critical errors with no workaround. |
+| **P3**       | Severely degraded service    | The service is slow or highly degraded, but a temporary workaround is possible.         |
+| **P4**       | Minor incidents              | The service is running with minor issues that don't impact your activity.               |
+| **P5**       | General question or request  | You have a question or need information, but there's no technical issue.                |
 
 ## Writing an effective subject and description