Update SLAs (#8713)

Incorporated changes discussed at CEO office hour into SLA chart. 

# Checklist for submitter

If some of the following don't apply, delete the relevant line.

- [ ] Changes file added for user-visible changes in `changes/` or
`orbit/changes/`.
See [Changes
files](https://fleetdm.com/docs/contributing/committing-changes#changes-files)
for more information.
- [ ] Documented any API changes (docs/Using-Fleet/REST-API.md or
docs/Contributing/API-for-contributors.md)
- [ ] Documented any permissions changes
- [ ] Input data is properly validated, `SELECT *` is avoided, SQL
injection is prevented (using placeholders for values in statements)
- [ ] Added support on fleet's osquery simulator `cmd/osquery-perf` for
new osquery data ingestion features.
- [ ] Added/updated tests
- [ ] Manual QA for all new/changed functionality
  - For Orbit and Fleet Desktop changes:
- [ ] Manual QA must be performed in the three main OSs, macOS, Windows
and Linux.
- [ ] Auto-update manual QA, from released version of component to new
version (see [tools/tuf/test](../tools/tuf/test/README.md)).

handbook/customers/README.md

@@ -1,5 +1,25 @@
 # 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 | Response time - premium tier | Response time - ultimate tier |
+| :--- | :--- | :--- |
+| Low to medium impact </br> Email/chat support during business hours </br> Email: support @ fleetdm.com </br> Chat: Dedicated Slack channel (confidential) </br>|  **1 business day** | **1 business day**  |
+| High to emergency impact </br> Expedited phone/chat/email support </br> Call or text: **(415) 651-2575** </br> Email: emergency @ fleetdm.com </br> |  **4 business hours** | **≤1 hour during business hours** </br> **≤2 hours outside business hours** 
+
+| Level of impact | Type of support |
+| :--- | :--- |
+| Low to medium impact | Chat support during business hours Chat: Dedicated Slack channel (confidential) </br> Response time: **≤1 business day** |
+| High to emergency impact | Expedited phone/chat support during business hours </br> Call or text [the Fleet phone number](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit) that was provided in the invoice. </br> Response time: **≤4 hours** |
+
+=======
+
 ## New Customer Onboarding Workflow
 
 This workflow outlines the process that sales and customer success can follow when a new deal closes.