diff --git a/handbook/customers/README.md b/handbook/customers/README.md
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--- a/handbook/customers/README.md
+++ b/handbook/customers/README.md
@@ -1,5 +1,16 @@
 # Customers
 
+## Contacting Fleet
+
+If you're using a free version of Fleet, you can access free community support by opening an issue in the [Fleet GitHub repository](https://github.com/fleetdm/fleet/).
+
+Customers on a paid tier of Fleet can get in touch directly for commercial support:
+
+| Level of impact | Type of support |
+| :--- | :--- |
+| Low to medium impact | Email/chat support during business hours </br> Email: support @ fleetdm.com </br> Chat: Dedicated Slack channel (confidential) </br> Response time: **≤1 business day** |
+| High to emergency impact | Expedited phone/chat/email support during business hours </br> Call or text: **(415) 651-2575** </br> Email: emergency @ fleetdm.com </br> Response time: **≤4 hours** |
+
 ## Customer success calls
 
 ### Scheduling a customer call