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+# **Support for Kessel**
+
+Welcome to the Kessel project. To ensure we provide high-quality assistance while maintaining a focus on our core service development, we follow an Asynchronous Support Model.
+
+Our goal is to eliminate untracked consulting and move toward a scalable, self-service and documentation-driven process.
+
+## **Before You Reach Out**
+
+To help us help you, please verify that you have completed the core setup steps. Most onboarding issues are resolved by checking these items:
+
+### **Self-Service Checklist**
+
+1. Follow the [Getting Started Guide](./getting-started/):  
+   * Have you met all the Prerequisites?  
+   * Did you complete the Installation steps successfully?  
+   * Have you walked through the Quick Start example?  
+2. Search Jira: Check the [RHCLOUD Board](https://issues.redhat.com/projects/RHCLOUD/issues) and filter by the mgmt-fabric-kessel label to see if your issue is already known.
+
+## **Help Channels**
+
+### **Slack: [\#forum-mgmt-fabric](https://redhat.enterprise.slack.com/archives/C064X43CMLK)**
+
+Use Slack for quick Q\&A, architectural advice, or to check if an issue is a known bug.
+
+* **The 10-Minute Rule**: If a discussion requires troubleshooting or consulting that takes longer than 10 minutes, you will be asked to open a Jira ticket.  
+* **Traceability**: Slack is for triage; Jira is for tracking and resolution.
+
+### **Office Hours: Management Fabric Architecture**
+
+Weekly office hours are dedicated to high-level architecture reviews and unblocking existing tickets. Please file a ticket ***before*** attending if you have a specific technical issue. We will triage new tickets every Monday (see [Triage & SLA](#triage-&-sla))
+
+* When: Tuesdays @ 8:30 am ET (7:30 am CT)  
+* Video Call: [https://meet.google.com/syp-usic-ijd](https://meet.google.com/syp-usic-ijd)  
+* Phone: ‪+1 208-614-3969‬ PIN: ‪520 441 013‬\#
+
+## **Creating a Jira Ticket**
+
+All non-trivial requests must be tracked in Jira. This ensures your request is triaged, prioritized, and results in a documentation update.
+
+* Instance: [issues.redhat.com](https://issues.redhat.com/)  
+* Project: RHCLOUD  
+* Required Label: mgmt-fabric-kessel (Always include this for routing)
+
+### **Manual Ticket Selection Guide**
+
+When creating a new issue, please select the following Issue Type and apply the corresponding Labels:
+
+| Request Type | Jira Issue Type | Additional Labels | Purpose |
+| ----- | ----- | ----- | ----- |
+| Bug | Bug | None | Service errors, broken features, or documentation inaccuracies. |
+| RFE | Epic | rfe | New feature requests or custom development needs. |
+| Documentation | Story | docs | Missing docs, unanswered questions, or requests for tooling/templates. |
+| Consultation/Onboarding | Story | consultation | Request for onboarding or integration consulting. |
+
+### **Required Information**
+
+* **Bugs**: Provide a clear summary and detailed Steps to Reproduce.  
+* **Requests for Enhancement (RFEs)**: To help us prioritize, please provide:  
+  * **Descriptive** **Epic** **Name**: A concise title for the feature.  
+  * **Business** **Justification**: What specific problem does this solve?  
+  * **Customer** **Benefit** **&** **Impact**: How many teams/users benefit? What is the risk of not having this?  
+  * **Strategic/Revenue Value**: Does this unblock a specific deal or internal milestone?  
+* **Onboarding/Consultation**: Provide your desired integration timeline and specific use-case details.  
+  * **Context**: Paste the URL of any relevant Slack threads or external documents into the description field.
+
+## **Triage & SLA**
+
+1. **Weekly Triage**:   
+   1. New tickets labeled mgmt-fabric-kessel are reviewed every *Monday* for prioritization.  
+2. **Consulting**:   
+   1. Deep-dive sessions or high-touch onboarding work will only be initiated or committed to after a Jira ticket is filed, reviewed by the team, and determined to have sufficient justification to divert resources from current engineering priorities.  
+3. **Definition** **of** **Done**:   
+   1. A ticket is considered "Resolved" or "Closed" only when the following criteria are met based on the request type:
+
+| Request Type | Definition of Done |
+| ----- | :---- |
+| **Bug/Production: Critical** | Issue resolved |
+| **Bug/Production: Normal** | Issue resolved, deferred, or a formal decision is made to not fix. |
+| **Bug/Lower Environments: All** | Issue resolved, verified unable to reproduce, deferred, or a formal decision is made to not fix. |
+| **Documentation** | Updates have been made to the Kessel Docs site or relevant runbooks. |
+| **RFE** | RFE accepted and prioritized in the roadmap, or the request is explicitly rejected. |
+| **Onboarding/Consultation** | Initial session completed with the team including a gap analysis of requirements not native to Kessel or documented. |
+
+---
+## **Process Flow**
+```mermaid 
+graph LR
+    %% Step 1
+    Start((Start)) --> Search[1. Search Docs & Jira]
+    Search --> Solved{Solved?}
+    
+    %% Step 2
+    Solved -- No --> Type{Need?}
+    Type -- "Quick Question" --> Slack[Slack #forum]
+    Type -- "Troubleshoot/Feature" --> Jira[2. File Jira Ticket]
+    
+    %% Step 3
+    Slack --> TenMin{>10 Mins?}
+    TenMin -- Yes --> Jira
+    TenMin -- No --> Done((Resolved))
+    
+    %% Step 4
+    Jira --> Triage[3. Monday Triage]
+    Triage --> Office[Tuesday Office Hours]
+    Office --> Done
+    
+    %% Styling
+    style Start fill:#f9f,stroke:#333
+    style Done fill:#00ff0066,stroke:#333
+    style Jira fill:#f96,stroke:#333
+```