Update the Support portal page and support overview

content/manuals/support/_index.md

@@ -3,8 +3,8 @@ title: Get support for Docker products
 linkTitle: Support
 description: >-
   Find Docker support options, including paid subscription response times,
-  severity levels, Docker Desktop support scope, and community resources.
-keywords: docker support, contact support, subscription support, premium
+  the Support portal, Docker Desktop support scope, and community resources.
+keywords: docker support, support portal, subscription support, premium
   support, support response times, severity levels, community forums,
   docker desktop support
 weight: 50
@@ -13,59 +13,53 @@ params:
     group: Accounts and admin
 ---
 
-Docker offers multiple support channels depending on your subscription level
-and needs.
+Docker offers multiple support channels depending on your subscription
+level and needs.
+
+## Community support
+
+All Docker users can seek support through community resources, where
+Docker or the community responds on a best-effort basis:
+
+- [Docker Community Forums](https://forums.docker.com/)
+- [Docker Community Slack](http://dockr.ly/comm-slack)
 
 ## Paid subscription support
 
 All Docker Pro, Team, and Business subscribers receive email support for
 Docker products.
 
+> [!TIP]
+>
+> Before reaching out for support, review the troubleshooting documentation
+> for your product.
+
+Paid subscribers create and track cases in the
+[Docker Support portal](/manuals/support/portal.md).
+[Who gets access](/manuals/support/portal.md#who-gets-access) covers
+enrollment, including automatic access for Premium Support. See
+[Severity levels](/manuals/support/portal.md#severity-levels) and
+[Case statuses](/manuals/support/portal.md#case-statuses) on that page.
+
 ### Support response times
 
-- Docker Pro: 5 business day response
-- Docker Team: 2 business day response, 24×5 availability
-- Docker Business: 1 business day response, 24×5 availability
+- Docker Pro: within 5 business days
+- Docker Team: within 2 business days, 24×5 availability
+- Docker Business: within 1 business day, 24×5 availability
 
-Docker Verified Publisher (DVP) organizations follow the response times for
-their Docker Pro, Team, or Business subscription. Without one of those
+Docker Verified Publisher (DVP) organizations follow the response times
+for their Docker Pro, Team, or Business subscription. Without one of those
 subscriptions, the following response times apply:
 
-- DVP Starter: 3 business day response
-- DVP Growth: 2 business day response, 24×5 availability
+- DVP Starter: within 3 business days
+- DVP Growth: within 2 business days, 24×5 availability
 
 > [!TIP]
 >
 > Premium Support with faster response times and 24×7 availability is
 > available as an add-on for
 > [Docker Business and Docker Hardened Images subscribers](https://www.docker.com/pricing?ref=Docs&refAction=DocsSupport).
 
-### Support severity levels
-
-| Level | Description |
-| :--- | :--- |
-| Critical | Widespread or company-wide service outage affecting many customers or all users within a single organization. Business operations are halted with no workaround available. |
-| High | Team or department-level impact preventing significant users from accessing core functionality. Severe business impact with no workaround available. |
-| Medium | Individual user or small group impact causing partial loss of functionality. Business operations continue, often with workarounds available but reduced productivity. |
-
-### Request support
-
-> [!TIP]
->
-> Before reaching out for support, review the troubleshooting documentation
-> for your product.
-
-If you have a paid Docker subscription,
-[contact the Support team](https://hub.docker.com/support/contact/).
-
-## Community support
-
-All Docker users can seek support through community resources, where Docker
-or the community respond on a best-effort basis:
-
-- [Docker Community Forums](https://forums.docker.com/)
-- [Docker Community Slack](http://dockr.ly/comm-slack)
-
 ## Docker Desktop support
 
 Docker Desktop support is available with a paid subscription.
@@ -77,21 +71,18 @@ Docker Desktop support is available with a paid subscription.
 
 Docker Desktop support includes:
 
-- Account management and billing
 - Configuration and installation issues
 - Desktop updates
+- Account management and billing
 - Sign-in issues
 - Push or pull issues, including rate limiting
-- Application crashes or unexpected behavior
 - Automated builds
 - Basic product how-to questions
-
-On Windows, support also covers:
-
-- Turning on virtualization in BIOS
-- Turning on Windows features
-- Running inside
-  [certain VM or VDI environments](/manuals/desktop/setup/vm-vdi.md)
+- Application crashes or unexpected behavior
+- On Windows: turning on virtualization in BIOS
+- On Windows: turning on Windows features
+- On Windows: running inside certain
+  [VM or VDI environments](/manuals/desktop/setup/vm-vdi.md)
   (Docker Business only)
 
 {{< /tab >}}
@@ -100,62 +91,55 @@ On Windows, support also covers:
 Docker Desktop support excludes:
 
 - Unsupported operating systems, including beta and preview versions
-- Running containers of a different architecture using emulation
+- Versions older than the latest release (except Docker Business)
+- Training, customization, and integration
+- Altered or modified Docker software
 - Docker Engine, Docker CLI, or other bundled Linux components
-- Kubernetes
+- Third-party applications not provided by Docker
 - Features labeled as experimental
+- Hardware malfunction, abuse, or improper use
 - System and server administration activities
+- Routine product maintenance (data backup, disk space, log rotation)
 - Desktop as a production runtime
+- Running containers of a different architecture using emulation
+- Kubernetes
 - Scale deployment and multi-machine installation
-- Routine product maintenance (data backup, disk space, log rotation)
-- Third-party applications not provided by Docker
-- Altered or modified Docker software
-- Hardware malfunction, abuse, or improper use
-- Versions older than the latest release (except Docker Business)
-- Training, customization, and integration
 - Running multiple instances on a single machine
 
-> [!NOTE]
->
-> Support for
-> [running Docker Desktop in a VM or VDI environment](/manuals/desktop/setup/vm-vdi.md)
-> is only available to Docker Business customers.
-
 {{< /tab >}}
 {{< /tabs >}}
 
 ### Supported versions
 
-- Docker Business: Versions up to six months older than the latest version
-  (fixes applied to latest version only)
-- Docker Pro and Team: Latest version only
+Docker Desktop support is scoped by plan:
 
-### Machines per subscription
-
-- Docker Pro: One machine
-- Docker Team: Number of machines equal to subscription seats
-- Docker Business: Unlimited machines
-
-### Supported operating systems
-
-- [Mac system requirements](/manuals/desktop/setup/install/mac-install.md#system-requirements)
-- [Windows system requirements](/manuals/desktop/setup/install/windows-install.md#system-requirements)
-- [Linux system requirements](/manuals/desktop/setup/install/linux/_index.md#system-requirements)
-
-### Docker Desktop community resources
-
-- [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback)
+| Plan | Supported versions | Machines per subscription |
+| :--- | :--- | :--- |
+| Docker Pro | Latest only | One |
+| Docker Team | Latest only | One per subscription seat |
+| Docker Business | Latest plus versions up to six months older (fixes on latest only) | Unlimited |
 
 ### Diagnostic data and privacy
 
-When uploading diagnostics, the bundle may contain personal data such as
-usernames and IP addresses. Diagnostics bundles are only accessible to
-Docker, Inc. employees directly involved in diagnosing issues.
+- Diagnostics bundles may contain personal data such as usernames and IP
+  addresses.
+- Access is limited to Docker, Inc. employees directly involved in
+  diagnosing the issue.
+- Docker, Inc. deletes uploaded bundles after 30 days by default.
+- To request earlier removal, provide the diagnostics ID or your GitHub
+  ID.
+- Docker, Inc. uses the data only to investigate specific user issues but
+  may derive high-level (non-personal) metrics.
+
+For more information, see the
+[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement).
 
-By default, Docker, Inc. deletes uploaded diagnostics bundles after 30 days.
-You can request removal of a diagnostics bundle by specifying the diagnostics
-ID or your GitHub ID. Docker, Inc. only uses the data to investigate specific
-user issues but may derive high-level (non-personal) metrics.
+## Next steps
 
-For more information, see
-[Docker Data Processing Agreement](https://www.docker.com/legal/data-processing-agreement).
+- Create and track a case in the
+  [Docker Support portal](/manuals/support/portal.md)
+- Review system requirements:
+  [Mac](/manuals/desktop/setup/install/mac-install.md#system-requirements),
+  [Windows](/manuals/desktop/setup/install/windows-install.md#system-requirements),
+  [Linux](/manuals/desktop/setup/install/linux/_index.md#system-requirements)
+- Explore the [Docker Desktop issue tracker](https://github.com/docker/desktop-feedback)