[IMP] getting_started: Support documentation

Explain exactly what the support covers
Approved by ale, fhe, and cvi.

Closes #288

getting_started/documentation.rst

@@ -223,18 +223,46 @@ duplicate your instance in 10 minutes, and more!
 Support
 ~~~~~~~
 
-Your Odoo Online subscription includes an **unlimited support service at
+Your Odoo Online subscription includes **unlimited 24hr support at no extra
-no extra cost, 24/5, Monday to Friday**. To cover 24 hours, our teams
+cost, Monday to Friday**. Our teams are located around the world to ensure you
-are in San Francisco, Belgium, and India. Questions could be about
+have support, no matter your location. Your support representative could be
-anything and everything, like specific questions on current Odoo features and where to configure them, bugfix requests,
+communicating to you from San Francisco, Belgium, or India!
-payments, or subscription issues.
+
+What kind of support is included?
+
+- Providing you with relevant material (guidelines, product documentation,
+  etc...)
+- Answers to issues that you may encounter in your standard Odoo database (eg.
+  “I cannot close my Point of Sale” or “I cannot find my sales KPIs?”)
+- Questions related to your account, subscription, or billing
+- Bug resolution (blocking issues or unexpected behaviour not due to
+  misconfiguration or customization)
+- Issues that might occur in a test database after upgrading to a newer version
+
+*Odoo Support does not make changes to your production database, but gives you
+the material and knowledge to do it yourself!*
+
+What kind of support is not included?
+
+- Questions that require us to understand your business processes in order to
+  help you implement your database
+- Training on how to use our software (we will direct you to our many resources)
+- Importation of documents into your database
+- Guidance on which configurations to apply inside of an application or the database
+- How to set up configuration models (Examples include: Inventory Routes,
+  Payment Terms, Warehouses, etc)
+- Questions or issues related to specific developments or customizations done
+  either by Odoo or a third party (this is specific only to your database or
+  involving code)
+
+You can get this type of support with a `Success Pack <https://www.odoo.com/pricing-packs>`__.
+With a pack, one of our consultants will analyze the way your business runs and
+tell you how you can get the most out of your Odoo Database. We will handle all
+configurations and coach you on how to use Odoo.
 
 Our support team can be contacted through our
 `online support form <https://www.odoo.com/help>`__.
 
-Note: The support team cannot develop new features, customize, import
-data or train your users. These services are provided by your dedicated
-project manager, as part of the Success Pack.
 
 Upgrades
 ~~~~~~~~