docs: launch v2 Help & Support experience for snow docs

astro.config.mjs

@@ -560,6 +560,11 @@ export default defineConfig({
               label: 'Changelog',
               slug: 'snowflake/changelog',
             },
+            {
+              label: 'Help & Support',
+              collapsed: true,
+              autogenerate: { directory: '/snowflake/help-support' },
+            },
           ],
         },
         {

src/content/docs/snowflake/getting-started/faq.md

@@ -46,9 +46,6 @@ If you are encountering network issues and your Snowflake client drivers are una
 
 ## Support FAQs
 
-### How can I get help with LocalStack for Snowflake?
+### How can I get help or support with LocalStack for Snowflake?
 
-LocalStack for Snowflake is now GA. To get help, you can join the [Slack community](https://localstack.cloud/slack) and share your feedback, questions, and suggestions with the LocalStack team on the `#help` channel.
-
-If your team is using LocalStack for Snowflake, you can also request support by [contacting us](https://localstack.cloud/contact) or
-[opening a GitHub Discussion](https://github.com/orgs/localstack/discussions).
+If you're experiencing an issue with LocalStack for Snowflake, read our [Help & Support Guide](https://docs.localstack.cloud/snowflake/help-support/) for developers and enterprise teams.

src/content/docs/snowflake/help-support/enterprise-support.md

@@ -0,0 +1,72 @@
+---
+title: Enterprise Support
+description: How to request Enterprise Support for LocalStack for Snowflake.
+template: doc
+sidebar:
+    order: 5
+tags: ["Enterprise"]
+---
+
+## Introduction
+
+Enterprise support offers organizations personalized resources, direct communication channels with the LocalStack team, and flexible service level agreements (SLAs) to meet specific business requirements.
+
+The key components of our enterprise support offering include:
+
+- **Direct Slack Connect or Teams Channel**: A dedicated Slack Connect or Teams channel is available to maintain a direct communication link with the LocalStack engineering team. This setup ensures quick issue resolution and streamlined collaboration, improving overall service efficiency.
+  This setup ensures quick issue resolution and streamlined collaboration, improving overall service efficiency.
+- **Dedicated Customer Success Manager (CSM) and Technical Account Manager (TAM)**: Enterprise customers are assigned a CSM and SA.
+  The CSM acts as a strategic advisor to help fully utilize LocalStack's offerings, while the SA provides expert technical assistance in designing and optimizing solutions tailored to your needs.
+- **Custom Service Level Agreements (SLAs)**: Tailor your service levels and response times to meet your organization's requirements.
+  Custom SLAs can be negotiated to align with your business objectives and ensure optimal system performance.
+- **Support Ticketing Portal**: Access the [support ticketing portal](https://support.localstack.cloud/portal) to view, create, and respond to support tickets, ensuring organized tracking of all queries.
+- **Real-time Chat Support**: Real-time Level 1 (L1) chat support is available during support operating hours.
+  While immediate resolutions are prioritized, complex issues may require additional time and resources for thorough handling.
+
+## Customer portal
+
+A customer portal is a home behind a login where customers can view, open, and reply to their support tickets.
+Currently, the **customer portal** is only **available to Enterprise customers**.
+
+You can find the customer portal here: [https://support.localstack.cloud/portal](https://support.localstack.cloud/portal).
+
+![Customer portal for enterprise support](/images/aws/customer-portal.png)
+
+## Signing up for Enterprise Support
+
+If you are a member of an organization with an enterprise LocalStack subscription, you will receive an invitation to create an account and join the LocalStack Support Portal via email.
+
+Follow the instructions in the email and set up your account by clicking on the **Sign up** button.
+You will be asked to create a password.
+
+Once you do so, you will be able to log in and start using the customer portal to create, view, and engage with tickets.
+
+## Creating a Support Ticket
+
+You can open a new ticket with LocalStack support by going to the **Create a Support Ticket** link.
+
+You will be redirected to a form where you will have to provide certain information to file a new support ticket.
+
+![Filing a support ticket](/images/aws/file-a-support-ticket.png)
+
+The form consists of two parts. One is basic information, which is mandatory to fill out, and additional information, which adds more context to your issue but is not mandatory. Once all the mandatory fields are filled out, you can create a new support ticket by clicking on the Submit button.
+
+When the ticket is submitted, it's reported to LocalStack support, who will get back to you on that query as soon as possible. A ticket will show up in the ticket list as soon as it’s submitted.
+
+### Basic Information
+
+You need to fill out the following fields, which are mandatory to open a new ticket:
+
+- **Type**: Choose the type of your query from the following options:
+  - **Issue**: Select this when you are facing an issue using LocalStack.
+  - **General inquiry**: Select this when you have a general question regarding LocalStack.
+  - **Feature request**: Select this when you are looking for a feature that is not yet implemented in LocalStack.
+- **Ticket name**: Provide a descriptive name for the ticket that summarizes your inquiry.
+- **Description**: Provide a comprehensive description of your inquiry, explaining all the details that will help us understand your query.
+
+### Additional Information
+
+- **CI Issue?** If the query is related to a CI issue, select the one that best fits your query from the dropdown.
+- **Operating system**: From the dropdown, select the operating system you are using.
+- **Affected Services**: From the dropdown, select the AWS service that is affected in your query.
+- **File upload**: Here you can provide any additional files that you believe would be helpful for LocalStack support (e.g., screenshots, log files, etc.).

src/content/docs/snowflake/help-support/get-help.md

@@ -0,0 +1,98 @@
+---
+title: Get Help
+description: Choose the right support channel for your LocalStack issue or question.
+template: doc
+sidebar:
+    order: 3
+---
+
+If you need help with LocalStack, choosing the right support channel can help you get a faster and more effective response.
+
+This guide explains when to use each available support option.
+
+
+## Choose the right support channel
+
+### Community Slack
+
+Use the [LocalStack Slack Community](https://localstack.cloud/slack) for:
+
+- Quick questions  
+- General guidance  
+- Discussions with other users and maintainers  
+
+Best for:
+- Early-stage troubleshooting  
+- Learning from others’ experiences  
+
+:::note
+Community support is provided on a best-effort basis and is not guaranteed.
+:::
+
+
+### GitHub Issues
+
+Use [GitHub Issues](https://github.com/localstack/localstack/issues/new) for:
+
+- Reporting bugs  
+- Requesting new features  
+
+Best for:
+- Reproducible issues  
+- Tracking known problems or feature requests  
+
+Make sure to follow the issue templates and include as much detail as possible.
+
+
+### Support email
+
+Contact [support@localstack.cloud](mailto:support@localstack.cloud) for:
+
+- Technical questions  
+- Account-related inquiries  
+- Issues requiring direct support  
+
+Best for:
+- Ongoing issues that require follow-up  
+- Questions that are not suited for public channels  
+
+
+### Web application chat
+
+Use the [LocalStack Web Application](https://app.localstack.cloud/) chat for:
+
+- Submitting support requests  
+- Asking technical questions directly  
+
+To create a support request:
+
+1. Open the LocalStack Web Application  
+2. Click the chat icon in the bottom right corner  
+3. Select **Technical Question**  
+4. Enter your details and submit  
+
+Best for:
+- Direct interaction with the support team  
+- Submitting issues without leaving the app  
+
+
+### Enterprise support channels
+
+Enterprise customers have access to additional support options, including:
+
+- Dedicated Slack or Teams channel  
+- Support ticketing portal  
+- Real-time chat support  
+
+For more details, see [Enterprise Support](/snowflake/help-support/enterprise-support/).
+
+## Before you reach out
+
+Before contacting support, we recommend:
+
+- Reviewing the documentation and FAQs  
+- Verifying your configuration settings  
+- Checking logs for errors or warnings  
+- Ensuring your setup meets system requirements  
+
+Providing clear and complete information helps us respond more quickly and effectively.

src/content/docs/snowflake/help-support/index.md

@@ -0,0 +1,36 @@
+---
+title: Overview
+description: How to get Help and Support for LocalStack for Snowflake.
+template: doc
+sidebar:
+  order: 1
+---
+
+LocalStack for Snowflake provides multiple support options to help you troubleshoot issues, understand features, and integrate the platform into your workflows.
+
+The level of support available depends on your subscription plan.
+
+Our support team can assist with:
+
+- Troubleshooting LocalStack-specific issues
+- Understanding LocalStack features and functionality
+- Integration guidance for LocalStack in your application
+- Best practices for working with LocalStack services
+
+For non-technical inquiries, such as billing or account-related questions, contact us at [support@localstack.cloud](mailto:support@localstack.cloud).
+
+## Support options
+
+LocalStack offers different support plans with varying levels of access, response times, and communication channels.
+
+Use the following sections to find the support option that best fits your needs:
+
+- [Support Plans](/snowflake/help-support/support-plans/): Compare available plans and included features.
+- [Get Help](/snowflake/help-support/get-help/): Learn which support channel to use based on your situation.
+- [Report an Issue](/snowflake/help-support/report-issue/): Submit a support request with the required details.
+- [Enterprise Support](/snowflake/help-support/enterprise-support/): Explore dedicated support options for enterprise customers.
+
+:::note
+Support is currently provided in `English` only.  
+As an international team, this ensures clear and consistent communication across all regions.
+:::

src/content/docs/snowflake/help-support/report-issue.md

@@ -0,0 +1,84 @@
+---
+title: Report an Issue
+description: Submit a support request with the right information to help resolve your issue faster.
+template: doc
+sidebar:
+    order: 4
+---
+
+If you’re experiencing an issue with LocalStack for Snowflake, providing clear and complete information helps our team identify and resolve the problem more quickly.
+
+This guide explains what to check before reporting an issue and what details to include in your request.
+
+
+## Before reporting an issue
+
+Before reaching out, we recommend:
+
+- Reviewing the documentation and FAQs  
+- Verifying your configuration settings  
+- Ensuring your setup meets system requirements  
+- Checking logs for errors or warnings  
+
+Many common issues can be resolved quickly by validating your setup and reviewing existing resources.
+
+
+## What to include
+
+To help us troubleshoot your issue efficiently, please include the following information:
+
+- **Logs**  
+  Snowflake emulator container logs with the environment variables `SF_LOG=trace` and `DEBUG=1` enabled  
+
+- **Query (if applicable)**  
+  The query that triggered the issue  
+
+- **Client details**  
+  Client tool or driver used  
+
+- **Connection parameters**  
+  Excluding sensitive information  
+
+- **Additional logs (if available)**  
+  Client tool or driver logs  
+
+Providing detailed information upfront helps reduce back-and-forth and speeds up resolution time.
+
+
+## How to submit an issue
+
+You can report an issue using one of the following methods:
+
+### Web application
+
+1. Open the [LocalStack Web Application](https://app.localstack.cloud/)  
+2. Click the chat icon in the bottom right corner  
+3. Select **Technical Question**  
+4. Enter the required details and submit  
+
+
+### Support email
+
+Send your request to [support@localstack.cloud](mailto:support@localstack.cloud).
+
+
+### GitHub Issues
+
+For bugs and feature requests, you can also use GitHub:
+
+- [Report a bug](https://github.com/localstack/localstack/issues/new?template=bug-report.yml)  
+- [Request a feature](https://github.com/localstack/localstack/issues/new?template=feature-request.yml)  
+
+Make sure to follow the issue templates and include as much detail as possible.
+
+
+## What happens next
+
+After submitting your request:
+
+- Our support team will review your issue  
+- You may be contacted for additional details  
+- Issues are prioritized based on urgency and impact  
+
+Response times depend on your support plan.  
+For details, see [Support Plans](/snowflake/help-support/support-plans/).