Update support page

docs/user/support.rst

@@ -1,53 +1,60 @@
 Site support
 ============
 
-Usage questions
----------------
+Read the Docs offers support for projects on our :doc:`Read the Docs for Business </commercial/index>` and |org_brand| platforms.
+We're happy to assist with any questions or problems you have using either of our platforms.
 
-If you have questions about how to use Read the Docs, or have an issue that
-isn't related to a bug, `Stack Overflow`_ is the best place to ask.  Tag
-questions with ``read-the-docs`` so other folks can find them easily.
+.. note::
+   Read the Docs does not offer support for questions or problems with documentation tools or content.
+   If you have a question or problem using a particular documentation tool,
+   you should refer to `external resources <External resources>`_ for help instead.
 
-Good questions for Stack Overflow would be:
+Some examples of requests that we support are:
 
-* "What is the best way to structure the table of contents across a project?"
-* "How do I structure translations inside of my project for easiest contribution from users?"
-* "How do I use Sphinx to use SVG images in HTML output but PNG in PDF output?"
+- "How do I transfer ownership of a Read the Docs project to another maintainer?"
+- "Why are my project builds being cancelled automatically?"
+- "How do I manage my subscription?"
 
 You might also find the answers you are looking for in our :doc:`documentation guides </guides/index>`.
-These provide step-by-step solutions to common user requirements.
+These provide step-by-step solutions to common user requests.
+
+.. tabs::
 
-User support
-------------
+   .. tab:: |com_brand|
 
-If you need a specific request for your project or account,
-like more resources, change of the project's slug or username.
+        Please fill out the form at https://readthedocs.com/support/.
 
-.. tabs::
+        Our team responds to support requests within 2 business days or earlier for most plans.
+        Faster support response times and support SLAs are available with plan upgrades.
 
    .. tab:: |org_brand|
 
         Please fill out the form at https://readthedocs.org/support/,
         and we will reply as soon as possible.
 
-   .. tab:: |com_brand|
+External resources
+------------------
 
-        Please fill out the form at https://readthedocs.com/support/,
-        and we will reply within 1 business day for most plans.
+If you have questions about how to use a documentation tool or authoring content for your project,
+or have an issue that isn't related to a bug with Read the Docs,
+`Stack Overflow`_ is the best place for your question.
+
+Examples of good questions for Stack Overflow are:
+
+* "What is the best way to structure the table of contents across a project?"
+* "How do I structure translations inside of my project for easiest contribution from users?"
+* "How do I use Sphinx to use SVG images in HTML output but PNG in PDF output?"
+
+.. tip::
+   Tag questions with ``read-the-docs`` so other folks can find them easily.
 
 Bug reports
 -----------
 
-If you have an issue with the actual functioning of the site,
+If you have an issue with the actual functioning of Read the Docs,
 you can file bug reports on our `GitHub issue tracker`_.
-You can also :doc:`contribute <rtd-dev:contribute>` to Read the Docs,
+You can also :doc:`contribute changes and fixes <rtd-dev:contribute>` to Read the Docs,
 as the code is open source.
 
-Priority support
-----------------
-
-We offer priority support with :doc:`Read the Docs for Business </commercial/index>`
-and we have a dedicated team that responds to support requests during business hours.
-
 .. _Stack Overflow: https://stackoverflow.com/questions/tagged/read-the-docs
 .. _Github issue tracker: https://github.com/readthedocs/readthedocs.org/issues