(DOCSP-17110) Support (#20)

* (DOCSP-17110) Support

Author: zach-carr

source/support.txt

@@ -14,22 +14,73 @@ Support
    :depth: 1
    :class: singlecol
 
-The same support guarantees that apply to |service| apply to 
-|cloudgov|, including a 99.9999% uptime Service Level Agreement (SLA).
+Your |cloudgov| subscription entitles you to a premium support plan.
+
+Support Guarantees
+------------------
 
+The same support guarantees that apply to |service| apply to 
+|cloudgov|, including a 99.995% uptime Service Level Agreement (SLA).
 To learn more about commercial |service| support, see 
 :atlas:`Support </support/>`.
 
-Additional support guarantees depend on the region to which your 
-resources are deployed.
+If your project is designated as a GovCloud regions-only project, you 
+are guaranteed support from US persons on US soil.
+
+Request Support
+---------------
+
+Organization Support
+~~~~~~~~~~~~~~~~~~~~
+
+.. note::
+  
+   Only :authrole:`Organization Owners <Organization Owner>` can open a 
+   support case at the organization level. Organizations with no 
+   projects cannot open a support case.
+
+1. Select your organization from the :guilabel:`Organizations` menu in 
+   the navigation bar.
+
+#. Click :guilabel:`Support` in the sidebar.
+
+Project Support
+~~~~~~~~~~~~~~~
+
+1. Select your organization from the :guilabel:`Organizations` menu in 
+   the navigation bar.
+
+#. Select your project from the :guilabel:`Projects` menu in 
+   the navigation bar.
+
+#. Next to the :guilabel:`Projects` menu, expand the 
+   :guilabel:`Options` menu, then click :guilabel:`Project Support`.
+
+Required Roles 
+--------------
+
+To raise and view support cases, you must have the appropriate role:
 
-Deployments in |aws-fr-moderate|
---------------------------------
+.. tip::
 
-No additional support guarantees.
+   |cloudgov-short| user roles are the same as 
+   :atlas:`Atlas User Roles </reference/user-roles/>`.
 
-Deployments in |aws-fr-high| 
-----------------------------
+.. list-table::
+   :header-rows: 1
+   :widths: 20 20 60
 
-You are guaranteed support from a U.S. citizen operating on U.S. soil, 
-per |fedramp| high impact level requirements. 
+   * - Support Cases
+     - Scope
+     - Role
+   * - Can View
+     - Project
+     - Any user with any role in the project
+   * - Can Raise
+     - Project
+     - All user with any project role except the 
+       :authrole:`Project Read Only` role
+   * - Can View and Raise
+     - Organization and Project
+     - Any user with the 
+       :authrole:`Organization Owner` for the organization