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Add Support.md to the Docs site #65

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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
```
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