fix: Update instructions for raising support issues

Bring the documentation up to date with the new Service Center portal
design:

- Remove old image assets
- Add new image asset
- Update documentation
- General semantic changes

docs/howto/support/raise-issues.md

@@ -1,124 +1,122 @@
 # Raising support issues
 
-The {{support}} portal is used by customers with a paid customer support package tier, usually organisations.
-You can use the portal to create, manage and track issue tickets.
-If you are not subscribed to a paid support package plan, you can still issue the tickets to us over email.
+The **{{support}} portal** is designed for customers with a paid support package tier, typically organizations.
+Using this portal, you can create, manage, and track issue tickets.
 
-## Issue properties
-
-### Issue Type
+![{{support}}](./assets/01-service-center-portal.png)
 
-One issue property that we often refer to is the "**Issue Type**".
-Generally speaking one could say we only have two issue types, Service Requests and Incidents.
-These are two very different issue types and it is important that we understand in what ways.
+If you are not subscribed to a paid support package plan, you can still reach out to us via email to raise tickets.
 
-#### Incidents
+## Issue properties
 
-When you issue a incident ticket with us you are reporting an **ongoing** incident.
-An incident is something that is hindering your normal operation, when an issue with our services is impacting your systems, customers or users.
+### Issue type
 
-#### Service Requests
+Depending on your selections while filling out a request type, additional fields may be dynamically displayed to gather relevant information.
 
-A Service Request is the appropriate issue to create for anything that is *not* an incident.
-Some examples are:
+#### Requests
 
-- Request for quota increase
-- Request for information
-- Invoice issues
-- Account issues
-- Cloud Management Portal issues
+Requests are used for general inquiries, access management, or feedback.
+Available options include:
 
-### Priority Matrix
+##### General Requests
 
-We apply the priority matrix when we set our priorities.
-It gives us the ability to prioritize incidents, requests and changes.
-With the matrix we balance the impact and urgency of the issue tickets so that we can assign, communicate, and resolve accordingly and appropriately.
+- Request for information
+- General
+- Invoice
+- {{gui}} (CCMP)
+- Quota
+- Prior Incident
+- Data Center (DC) Access
+- Status Page
+- Sales
+- Problem
 
-The way we apply this is that you, the customer, assigns a **Priority** based on the priority matrix of **Urgency** and **Impact**.
-You can see the priority matrix below.
+##### Staff Requests
 
-|                | High impact | Medium impact | Low impact |
-|---------------:|:-----------:|:-------------:|:----------:|
-|   High urgency |      P1     |       P2      |     P3     |
-| Medium urgency |      P2     |       P2      |     P3     |
-|    Low urgency |      P3     |       P3      |     P4     |
+- **Onboarding:**
+    - Status Page (for {{brand_compliant}} customers)
+    - {{support}} portal
 
----
+- **Offboarding:**
+    - Status Page (for {{brand_compliant}} customers)
+    - {{support}} portal
 
-## Email Issue Ticket
+##### Feedback & Proposals
+- Feedback
+- Improvement Proposals
 
-When you send us an email to raise an issue ticket, please keep the following in mind:
+#### Issues
 
-- Send your email to [{{support_email}}](mailto:{{support_email}}), from an email address [matching your account data](../account-billing/change-account-data.md).
-- Use English.
-  Some of our personnel do speak Swedish and other languages, but issuing tickets in any other language than English may result in longer response time.
-- Use a descriptive subject, like "Request to raise project quota" or "Unable to login to {{gui}}".
-- Include as much information as possible.
-  In particular, detail what you've already tried resolve the issue.
-  Also, if applicable, include the UUID (Universally unique identifier) of the relevant resource(s).
+Issues are used to report ongoing problems. Available option:
 
-Please note that if you have a Support Package subscription, we require you to issue your support tickets through the {{support}} portal.
+- **Incident**:
+    - Report ongoing incidents that disrupt normal operations.
 
----
+#### Managed Services
 
-## Support Portal Ticket
+Managed Services tickets relate to hosted services or backup operations.
+Available options:
 
-In the {{support}} portal there are three categories of request types, each with several issue types.
+- **Hosting**:
+    - Canceling
 
-The ticket menu works in a dynamic way which means that depending on your selections made throughout the menu you will have different optional and required fields where you can input information.
-Always try to include as much relevant information as possible, this will help us help you more efficiently.
 
-1. Go to [{{support}} portal](https://{{support_domain}}/servicedesk).
-2. Log in if you aren't already.
-3. Select the Issue Type in the menu.
-4. Fill out the required fields and any potential field where you can provide more information.
-5. If you want this issue ticket to be visible to other members in your organisation you need to select **Share with ...** at the bottom of the form.
-   Otherwise select **Private Request**.
-   If you are not in an organisation, you can skip this step.
-6. Click the **Create** button on the bottom right-hand side of the window.
+- **File Backup**:
+    - Restoring
+    - Canceling
 
+### Priority matrix
 
-### Cleura Cloud
+We use a **Priority matrix** to prioritize tickets effectively.
+This allows us to evaluate **Urgency** and **Impact**, ensuring issues are resolved efficiently and fairly.
 
-These request types are for issues related to the Cloud operations at Cleura.
-The types of requests you can issue in this category are:
+When creating a ticket, you will be asked to assign a **Priority** based on the following matrix:
 
-- Incident
-- General request
+|                | **High Impact** | **Medium Impact** | **Low Impact** |
+|----------------|------------------|-------------------|----------------|
+| **High Urgency** | P1               | P2                | P3             |
+| **Medium Urgency** | P2               | P2                | P3             |
+| **Low Urgency**    | P3               | P3                | P4             |
 
-![Cleura Cloud Category and Issue Types](./assets/01-cleura-cloud.png 'Cleura Cloud Category and Issue Types showing the label "Incident" with the description "Report an ongoing incident", and "General request" with the description "Get assistance for general problems and questions"')
+## Raising tickets via the {{support}} portal
 
-### Service Center Portal
+The **{{support}} portal** organizes requests into a single menu where all request types are available.
+The interface dynamically displays fields depending on the selections you make.
 
-These request types are for requests related to Organisations on the Service Center Portal:
+### Steps to create a ticket
 
-- Staff Onboarding
-- Staff Offboarding
-- Feedback & Proposals
+1. Visit the [{{support}} portal](https://{{support_domain}}/servicedesk).
+2. Log in if prompted.  
+3. Navigate to the relevant service project.
+     - A user can have access to several service projects. You should select the project that relates to your request.
+4. Select the **Issue type** that best matches your request.
+5. Fill in the required fields and any additional fields that appear dynamically based on your selections.
+6. If you're part of an organization and want the ticket visible to others, select **Share with [organization name]** at the bottom of the form. Otherwise, choose **Private request**.  
+7. Click **Create** to submit your ticket.
 
-![Service Center Portal Category and Issue Types](./assets/02-service-center-portal.png 'Service Center Portal Category and Issue Types showing the label "Staff Onboarding" with the description "Provision portal access for a new employee", "Staff Offboarding" with the label "Remove portal access for an employee", and "Feedback & Proposals" with the description "Submit feedback or improvement proposals that might improve the customer experience in our Service Center Portal"')
+> **Tip**: Use the **search bar** at the top of the portal page to quickly find your tickets or search our knowledge base for helpful articles.
 
-### Managed Services
+## Raising tickets via email
 
-These request types are for requests relating to our Managed Services:
+If you choose to raise a ticket by email, please follow these guidelines:
 
-- File Backup
-- Hosting
+1. **Email address**: Send your email to [{{support_email}}](mailto:{{support_email}}) from an account [matching your profile information](../account-billing/change-account-data.md).
+2. **Language**: Use English for quicker responses. While some staff speak other languages, using languages other than English may delay responses.
+3. **Subject**: Provide a clear and descriptive subject line, e.g., "Request to increase project quota" or "Unable to log in to {{gui}}."
+4. **Details**: Include as much information as possible, especially:
+     - Steps you’ve taken to resolve the issue.
+     - The UUID (Universally Unique Identifier) of affected resources, if applicable.
 
-![Managed Services Category and Issue Types](./assets/03-managed-services.png 'Managed Services Category and Issue Types showing the labels "File Backup" with the description "Create, Cancel or Restore client for Managed File Backup" and "Hosting" with the description "Create or Cancel server for Managed Hosting"')
+> **Note:** Customers with a paid support package must use the **{{support}} portal** for raising tickets.
 
 ## Ticket communication
 
-So now you have created your issue ticket, what's next?
-
-You should have received an email notification with a confirmation that issue your ticket has been created, if you want to provide additional details you can reply to this email.
-One of our Technical Support Engineers will soon get assigned to your case, confirm the details, and then take the proper actions to fulfill or resolve the request or issue, which will be communicated.
-
-Be prepared that our Support Engineers may request additional information from you in order to resolve the issue.
+Once your ticket is created, here’s what to expect:
 
-If you have a Support Package subscription, you should always use the {{support}} portal for further communication, this helps us authenticate you.
-This also makes it easier for you to track the communication and status of your issue ticket(s).
+1. **Confirmation email**: You will receive an email confirming your ticket submission. To add more details, reply directly to this email.
+2. **Support engineer assignment**: A Technical Support Engineer will review your case, confirm the details, and take the necessary steps to resolve or fulfill your request.  
+3. **Additional information requests**: Be prepared to provide additional details if requested by the Support Engineer.
 
-If you have a free Support Package plan you are limited to email communication.
+Regardless of your support plan, you will receive email notifications for updates to your ticket. You can always reply to these notifications to provide additional information or updates.
 
-Regardless of your Support Package plan you will always receive email notifications once there are updates to your issue ticket, and these emails *can* always be responded to to update your issue.
+> For customers with a paid support package, you can only use the **{{support}} portal** for all communication.