Add support overview page

docs.json

@@ -302,6 +302,7 @@
                 "group": "Support",
                 "icon": "life-ring",
                 "pages": [
+                  "support/support",
                   "support/upgrade-to-model-catalog",
                   "README",
                   "support/contact-us",
@@ -1490,6 +1491,7 @@
               {
                 "group": "Support",
                 "pages": [
+                  "support/support",
                   "support/upgrade-to-model-catalog",
                   "README",
                   "support/contact-us",

support/support.mdx

@@ -0,0 +1,127 @@
+---
+title: "Support"
+description: "Find the right support channel for your question or issue."
+---
+
+Need help? Here's where to look.
+
+<CardGroup cols={2}>
+  <Card title="Discord community" icon="discord" href="https://discord.gg/vGv94Ht77p">
+    General questions, tips, community discussions
+  </Card>
+  <Card title="Email support" icon="envelope" href="mailto:support@portkey.ai">
+    Billing, account issues, and technical support
+  </Card>
+  <Card title="Slack Connect" icon="slack">
+    Real-time access to Portkey engineering (Enterprise)
+  </Card>
+  <Card title="Customer portal" icon="browser" href="https://support.portkey.ai">
+    Ticket management and SLA tracking (Enterprise)
+  </Card>
+</CardGroup>
+
+---
+
+## Service status
+
+Before reaching out, check if there's an ongoing incident.
+
+<CardGroup cols={2}>
+  <Card title="Status page" icon="signal" href="https://status.portkey.ai">
+    Platform-wide incidents and uptime history at **status.portkey.ai**
+  </Card>
+  <Card title="Observability logs" icon="magnifying-glass-chart" href="/product/observability/logs">
+    Request-level traces and logs in your Portkey dashboard
+  </Card>
+</CardGroup>
+
+---
+
+## Discord community
+
+<Note>**Who can use this:** Everyone</Note>
+
+**Use this for:** General questions, troubleshooting advice, best practices, and connecting with other Portkey users.
+
+All users have access to the Portkey Discord. The Portkey team is active in Discord to answer questions and share product announcements.
+
+[Join Discord →](https://discord.gg/vGv94Ht77p)
+
+---
+
+## Email support
+
+<Note>**Who can use this:** Everyone</Note>
+
+**Use this for:** Billing questions, account management, and technical issues.
+
+Email [support@portkey.ai](mailto:support@portkey.ai) for any questions not resolved through Discord or documentation.
+
+---
+
+## Slack Connect
+
+<Note>**Who can use this:** Enterprise customers</Note>
+
+**Use this for:** Real-time collaboration with Portkey engineering for time-sensitive issues.
+
+Enterprise customers on the Premium Support plan get a dedicated shared Slack channel with direct access to Portkey's engineering and support teams. Your Slack channel is set up during onboarding.
+
+<Info>
+Not an Enterprise customer yet? [Talk to sales](mailto:sales@portkey.ai) to learn more.
+</Info>
+
+---
+
+## Customer portal
+
+<Note>**Who can use this:** Enterprise customers</Note>
+
+**Use this for:** Submitting support tickets, tracking status, and managing team access.
+
+The [Portkey Support Portal](https://support.portkey.ai) gives your team a centralized place to raise tickets, track issues, and collaborate with Portkey's support and engineering teams — with full visibility into status and SLA timers.
+
+<Card title="Support portal guide" icon="browser" href="/enterprise/customer-support/portal">
+  How to set up your team, create tickets, and manage access
+</Card>
+
+---
+
+## Enterprise SLAs
+
+<Note>**Who can use this:** Enterprise customers</Note>
+
+Enterprise customers have two support tiers:
+
+| | **Standard** | **Premium** |
+|---|---|---|
+| Coverage | Mon–Fri, 9 AM–5 PM ET | 24×7×365 |
+| Channels | Portal, email | Portal, email, phone, Slack |
+| Named contacts | 2 | 5 |
+| SEV 1 response | 4 business hours | **30 minutes** |
+| SEV 1 resolution | 1 business day | **4 hours** |
+| Panic Button | — | Yes (≤15 min engagement) |
+| Price | Included | +$2,000/month |
+
+<Card title="Full SLA details and severity definitions" icon="file-contract" href="/enterprise/support">
+  Complete support tier comparison, severity definitions, case lifecycle, and upgrade options
+</Card>
+
+---
+
+## Working with support
+
+The more context you include, the faster we can help. When contacting support, provide:
+
+- **Description** — What's happening vs. what you expected
+- **Steps to reproduce** — How to recreate the issue
+- **Timestamps** — When the issue occurred (UTC preferred)
+- **Trace IDs / Request IDs** — Find these in your [Portkey logs](/product/observability/logs)
+- **Error messages** — Exact error text, not screenshots
+- **Code snippets** — Relevant code with sensitive data removed
+- **Environment details** — SDK version, language, dev/staging/production
+- **Impact scope** — How many users or requests are affected
+
+<Warning>
+Never include API keys, passwords, or PII in support tickets. Use trace IDs instead of full request bodies.
+</Warning>