update support language

Author: sserrata

SUPPORT.md

@@ -1,13 +1,28 @@
-# Community Supported
-
-The software in the repo are released under an as-is, best effort,
-support policy. This software should be seen as community supported and Palo
-Alto Networks will contribute our expertise as and when possible. We do not
-provide technical support or help in using or troubleshooting the components of
-the project through our normal support options such as Palo Alto Networks
-support teams, or ASC (Authorized Support Centers) partners and backline support
-options. The underlying products used may still be supported, but the support is only for the product
-functionality. Unless explicitly tagged, all projects or work posted in our GitHub
-repository (at https://github.com/PaloAltoNetworks) or sites other than our
-official Downloads page on https://support.paloaltonetworks.com are provided
-under the best effort policy.
+# Support Guidelines
+
+## PAN.dev Support
+
+The software in this repository is released under an as-is, best-effort support policy. This software is community-supported; Palo Alto Networks will contribute expertise as and when possible.
+
+We do not provide technical support, usage assistance, or troubleshooting for the components of this project through our standard support channels, such as:
+- Palo Alto Networks Support Teams (TAC)
+- Authorized Support Centers (ASC) partners
+- Backline support options
+
+The underlying products used may still be supported, but that support is strictly for core product functionality.
+
+For issues specific to pan.dev, e.g. problems with in-site search or the functionality of the site itself, you may use the “Report an Issue” button to open a GitHub Issue. 
+
+Please see the next section for matters relating to documentation and/or product support.
+
+## Documentation & Product Support
+
+While we strive for accuracy, please be advised that some issues may fall under our Paid Support Model. This includes situations where:
+- Product or API documentation is found to be inaccurate, incomplete, or out of date.
+- Troubleshooting is required to resolve discrepancies between this repository's content and official product specifications.
+
+In these cases, support is available to you for registered devices with active support licenses. For more details on entitlements and how to open a formal case, please visit the [Palo Alto Networks Customer Support Plan page](https://www.paloaltonetworks.com/services/support/customer-support-plan).
+
+## Official Sources & Policies
+
+Unless explicitly tagged, all projects or work posted in our GitHub repository (at https://github.com/PaloAltoNetworks) or sites other than our official Downloads page on https://support.paloaltonetworks.com are provided under the best-effort policy.

products/contributing/support.md

@@ -0,0 +1,36 @@
+---
+id: support
+title: Support Guidelines
+sidebar_label: Support Guidelines
+hide_title: false
+slug: /support
+hide_table_of_contents: true
+keywords:
+  - support guidelines
+---
+## PAN.dev Support
+
+The software in this repository is released under an as-is, best-effort support policy. This software is community-supported; Palo Alto Networks will contribute expertise as and when possible.
+
+We do not provide technical support, usage assistance, or troubleshooting for the components of this project through our standard support channels, such as:
+- Palo Alto Networks Support Teams (TAC)
+- Authorized Support Centers (ASC) partners
+- Backline support options
+
+The underlying products used may still be supported, but that support is strictly for core product functionality.
+
+For issues specific to pan.dev, e.g. problems with in-site search or the functionality of the site itself, you may use the “Report an Issue” button to open a GitHub Issue. 
+
+Please see the next section for matters relating to documentation and/or product support.
+
+## Documentation & Product Support
+
+While we strive for accuracy, please be advised that some issues may fall under our Paid Support Model. This includes situations where:
+- Product or API documentation is found to be inaccurate, incomplete, or out of date.
+- Troubleshooting is required to resolve discrepancies between this repository's content and official product specifications.
+
+In these cases, support is available to you for registered devices with active support licenses. For more details on entitlements and how to open a formal case, please visit the [Palo Alto Networks Customer Support Plan page](https://www.paloaltonetworks.com/services/support/customer-support-plan).
+
+## Official Sources & Policies
+
+Unless explicitly tagged, all projects or work posted in our GitHub repository (at https://github.com/PaloAltoNetworks) or sites other than our official Downloads page on https://support.paloaltonetworks.com are provided under the best-effort policy.