diff --git a/source/support.rst b/source/support.rst
index 6e205104..746a5e4e 100644
--- a/source/support.rst
+++ b/source/support.rst
@@ -2,46 +2,52 @@
Support Options
===============
-Commercial
-----------
-
.. image:: images/support-1024x492.jpg
-Extended professional support services are available for an annual fee.
-For the commercial support options see `the OPNsense website `__
-Community
----------
-If you need help with OPNsense you can always try the community options first.
-When resorting to community support it is important to understand that anyone
-helping you is doing so for free and at their own time. Even though your issue or
-question may not be answered fully, it would be nice to thank the people who
-help you.
+Software Support Levels
+------------------------
-To receive community support, the following options are available:
+OPNsense is used in infrastructures of all sizes, in some cases it is very important to know what to expect when running into
+issues, certainly if part of the knowledge to maintain the infrastructure needs to be acquired from third parties.
-* Start searching this documentation & wiki
-* The `OPNsense forum `__
-* Ask online users on `IRC Libera Chat `__ #opnsense
+Our platform is easily extendable, which encourages people to work on components not directly supported by us but very valuable
+to our users.
+In order to offer clarity for all involved, we decided to explain how we treat the components available in this chapter.
-Community Support Levels
-------------------------
+We currently distinct three different tiers of support, ranging from Critical to Community, where critical is always directly supported
+by the OPNsense® Core Team and Community you may safely assume the core team has no (or very limited) involvement.
+
+.. Tip::
-Tier 1 – Core (Critical)
+ When designing infrastructures and in need of commercial support from the creators of OPNsense for community plugins,
+ you can always contact us and discuss options.
+
+
+If community plugins are very popular it is possible to promote in terms of support options, but in order to grow out of
+the community tier some conditions have to be met.
+
+* The software should be usable and understandable.
+* Maintainability of the plugin should be good (code quality, following best practices)
+* Documentation should be available and at least explain the purpose of the component including the most common settings.
+
+These are the tiers in question:
+
+Critical (Tier 1)
============================================
* Core team develops and supports
* Compiler errors or functional failures block git merges and releases
-* Functionality is part of the standard installation
+* Functionality is part of the standard installation or an officially supported plugin
-Tier 2 – Plugins (Non-Critical)
+Supplemental (Tier 2)
=====================================================
-* Core team develops and supports, sometimes with help from community members
+* Core team develops and supports or the functionality is deemed to be important enough to invest their time into bringing the plugin to its desired state in the long run.
* Compiler errors or functional failures block git merges
-* Functionality problems such as 'known issues' or might still going into releases
+* Functionality problems such as 'known issues' might still go into releases
* Features require user to install the plugin / functionality not installed by default
-Tier 3 – Plugins (Community)
+Community (Tier 3)
============================
- Tier 3 is community supported, this means the OPNsense core development team won't support it to avoid overloading the team
- When accepting a Tier 3 feature into the code base, it will come with a number of limits and conditions:
@@ -54,3 +60,36 @@ Tier 3 – Plugins (Community)
- The code is offered as plugin and will not be part of the default OPNsense installation. The OPNsense core team will not be responsible for QA
- If the feature get lots of traction, and/or if the team just considers it very useful, it may get 'promoted' to being officially supported (Tier 2)
- The feature will be removed if the submitter stops maintaining it and no-one steps up to take over
+
+
+Community
+---------
+If you need help with OPNsense you can always try the community options first.
+When resorting to community support it is important to understand that anyone
+helping you is doing so for free and at their own time. Even though your issue or
+question may not be answered fully, it would be nice to thank the people who
+help you.
+
+To receive community support, the following options are available:
+
+* Start searching this documentation & wiki
+* The `OPNsense forum `__
+* Ask online users on `IRC Libera Chat `__ #opnsense
+* Open a GitHub ticket (`core `__, `plugins `__) using one of our templates
+
+.. Note::
+
+ When a Github ticket is opened, it often is being tagged "support", but its status may change over time when more details
+ are known. Triaging issues takes time, the easier one can replicate an issue on a clean install, the higher the chance
+ tickets are being solved.
+
+
+Commercial
+----------
+
+As we build and maintain the software used by individuals and companies all around the globe, we are able to help you
+out when it comes to network design choices, solving issues and custom development around OPNsense.
+
+Extended professional support services are available for an annual fee.
+You can find our options in `the OPNsense webshop `__
+or you may `contact us `__ directly.