From c3ce62fe6045f3d888e482a68a8cabc18d975e61 Mon Sep 17 00:00:00 2001
From: ehfeng <279398+ehfeng@users.noreply.github.com>
Date: Thu, 14 May 2026 00:14:22 +0000
Subject: [PATCH] simplify support priority levels to priority and normal

---
 info/support.mdx | 28 ++++++++++++----------------
 1 file changed, 12 insertions(+), 16 deletions(-)

diff --git a/info/support.mdx b/info/support.mdx
index cc4183a..689cf17 100644
--- a/info/support.mdx
+++ b/info/support.mdx
@@ -17,15 +17,15 @@ Kernel offers tiered enterprise support with defined response times, dedicated c
 ### Standard
 
 - Private Slack channel
-- Availability: P0 Mon-Fri, 9-5
-- Response time: P0-P1 1 business day, P2-P3 2 business days
+- Availability: Priority Mon-Fri, 9-5
+- Response time: Priority 1 business day, Normal 2 business days
 - Monthly usage reviews
 
 ### Premium
 
 Everything in Standard, plus:
 
-- Response time: P0-P1 4 hours, P2-P3 2 business days
+- Response time: Priority 4 hours, Normal 2 business days
 - Dedicated account manager
 - Quarterly business reviews
 
@@ -33,8 +33,8 @@ Everything in Standard, plus:
 
 Everything in Premium, plus:
 
-- Availability: P0-P1 24/7, P2-P3 Mon-Fri, 9-5
-- Response time: P0-P1 1 hour, P2-P3 1 business day
+- Availability: Priority 24/7, Normal Mon-Fri, 9-5
+- Response time: Priority 1 hour, Normal 1 business day
 - Custom SLA agreements
 - Priority incident escalation
 
@@ -42,26 +42,22 @@ Everything in Premium, plus:
 
 Everything in Platinum, plus:
 
-- Response time: P0-P1 15 minutes, P2-P3 1 business day
+- Response time: Priority 15 minutes, Normal 1 business day
 - Custom compliance and security reviews
 
 ## Priority levels
 
-| Priority | Description |
+| Level | Description |
 | --- | --- |
-| P0 | Production blocked |
-| P1 | Production impacted |
-| P2 | Product bug impacting workflows |
-| P3 | Questions, feature requests, etc. |
+| Priority | Production blocked or impacted |
+| Normal | Product bugs, questions, feature requests, etc. |
 
 ## Response times
 
-| Priority | Standard | Premium | Platinum | Platinum+ |
+| Level | Standard | Premium | Platinum | Platinum+ |
 | --- | --- | --- | --- | --- |
-| P0 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
-| P1 | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
-| P2 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
-| P3 | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
+| Priority | 1 business day (Mon-Fri, 9-5) | 4 hours (Mon-Fri, 9-5) | 1 hour (24/7) | 15 minutes (24/7) |
+| Normal | 2 business days (Mon-Fri, 9-5) | 2 business days (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) | 1 business day (Mon-Fri, 9-5) |
 
 ## Support channels