docs: launch v2 Help & Support experience for snow docs

[quetzalliwrites]

Improve Snowflake's Support & Help visibility via DOC-16

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[quetzalliwrites]

@remotesynth facing a tiny bug issue, I come seeking thine wisdom 😸

I put up the new Snow Help & Support PR and the first commit built this:
https://3745df0b.localstack-docs.pages.dev/snowflake/help-support/help-support/

You can see the new Help & Support nav element is rendered correctly in the left hand nav.

But as you can see in the screenshot attached, I realized I should have named the entry file index.md vs repeating help-support.md which is also the directory name.

So then I made that commit update here, but now the Help & Support nav element is gone from the nav, as you can see in latest build url: https://c07b13a5.localstack-docs.pages.dev/

[komarkovich]

Provided my review here

[mmaureenliu]

I like the comprehensive contents of this new guide, but would like to see some re-structuring. As Przemek commented, the purpose of this guide is to make it easy for users to report a bug or to seek support. All they want to know is how to submit a ticket, but it's still too much reading before they can locate that piece of information. I would suggest some restructuring, e.g.

Start with the briefest overview of localstack support and go straight to "how to raise a support issue". Theses should fit in one screen view without scrolling. Since we don't do open source, the support email and webapp access are universal to all snowflake users.

Still within the same screen, after giving the support channels, we can mention that their subscription may entitle them to VIP support resources (well you'll have better wording than this) so the curious can read on about our support plans. Within each plan, we'll then only need to mention the scope and what additional benefits (beyond the two channels to raise an issue we mentioned above) they have access to.

[quetzalliwrites]

Great thoughts and feedback @mmaureenliu, ty.

[quetzalliwrites]

Hola @mmaureenliu, I did a thorough review of the feedback, and I realized that addressing each comment at the line level wouldn’t fully resolve the issues. The main problem was structural: the draft needed an information architecture overhaul rather than incremental edits.

As I explained before, I initially misunderstood your ticket to request having it all in a single TOC as Marko's notion doc outlined... my mistake naturally led to my draft becoming a monolithic, hard-to-navigate page. 😸 That’s what we were seeing in draft 1.

In draft 2, I took a step back and reorganized the content into smaller, task-oriented pages based on how users actually approach support (plans, getting help, reporting issues, etc.). This improves findability and reduces cognitive load.

Also, since we discussed that you’ll be OOO for the next two weeks, I prioritized moving this forward, so instead of replying to each individual comment in the PR, I focused on implementing a complete revision and included a detailed explanation of the new structure there.

Happy to walk through it together when you’re back if you want me to! 🙂

[quetzalliwrites]

This PR previously combined multiple distinct support concepts into a single doc (plans, channels, troubleshooting, reporting, enterprise workflows), which made it difficult for users to quickly find what they needed.

I’ve restructured this into 5 focused pages:

• Overview
• Support Plans
• Get Help
• Report an Issue
• Enterprise Support

This change is intentional and based on how users actually approach support:

• “What support do I have?” → Support Plans
• “Where should I go for help?” → Get Help
• “How do I submit an issue?” → Report an Issue
• “What do I get as an enterprise customer?” → Enterprise Support

Each page now maps to a specific user task, which improves findability, reduces cognitive load, and avoids duplication across sections.

This also aligns the docs with a more product-oriented support experience, rather than a single aggregated reference page.

[mmaureenliu]

This new structure looks good and is much easier to navigate - thank you!

I've left a few comments and would like them to be addressed before merge (esp. the ones related to the deprecated github issues) but will pre-approve so you won't be blocked by my unavailability once it's done.