Adds on-premises support information.

onpremises/14-faq.md

@@ -11,35 +11,42 @@ permalink: /onpremises/faq
 Here are answers to some frequently asked questions. If you don't see an answer you are looking for,
 please [open a new discussion on the GitHub repo](https://github.com/structurizr/onpremises/discussions).
 
-## Installation
-
-### What are the minimum hardware requirements?
+## What are the minimum hardware requirements?
 
 The on-premises installation will happily run on a laptop, supporting hundreds of concurrent users, so any small server with a few GB of RAM should be sufficient for most teams.
 
-### Can the on-premises version of Structurizr be installed on public cloud IaaS and PaaS services?
+## Can the on-premises version of Structurizr be installed on public cloud IaaS and PaaS services?
 
 The on-premises version is designed to run inside a trusted network environment, but some of our customers have installed it on
 environments such as the public Amazon Web Services and Microsoft Azure clouds.
 Please ensure that you consider the security implications of doing this, and that you harden any servers and restrict access where appropriate.
 
-### Can the on-premises installation be clustered for high availability?
+## Can the on-premises installation be clustered for high availability?
 
-Yes, [Amazon Web Service S3](data-storage#amazon-web-services-s3) and [Elasticsearch](data-storage#elasticsearch) are supported.
+Yes, [Amazon Web Service S3](/onpremises/data-storage#amazon-web-services-s3) and [Elasticsearch](/onpremises/data-storage#elasticsearch) are supported.
 
-### Does the on-premises installation require an Internet connection?
+## Does the on-premises installation require an Internet connection?
 
 No, the on-premises installation can run completely disconnected from the Internet, and doesn't make any requests to the Internet to check for updates.
 You will only require Internet access from the server if you have workspaces that make use of an Internet hosted [theme](/ui/diagrams/themes) and have server-side (Graphviz) automatic layout enabled.
 
-### Does the on-premises installation automatically update itself?
+## Does the on-premises installation automatically update itself?
 
 There is no auto-update mechanism, so new versions of the Structurizr on-premises installation need to be applied manually.
 The cloud service and on-premises installation share a common codebase, so any updates made to the cloud service are
 immediately available in the on-premises installation. To update, pull the latest Docker image or download a new version of the
 `.war` file, overwrite the existing version and restart your web/application server.
 We recommend scripting your deployments, and ensuring that you can easily rollback if needed.
 
-### Can the on-premises installation run over HTTPS?
+## Can the on-premises installation run over HTTPS?
+
+Yes, see [HTTPS](/onpremises/configuration#https) for details.
+
+## Can you complete our risk/security questionnaire?
+
+No, this is a time consuming exercise and we are already providing the software for free.
+The code is [freely available and open source](https://github.com/structurizr/onpremises) allowing you to perform your own review.
+
+## Is priority support available?
 
-Yes, see [HTTPS](configuration#https) for details.
+Yes, see [Support](/onpremises/support) for details.

onpremises/16-support.md

@@ -0,0 +1,46 @@
+---
+layout: default
+title: Support
+parent: Structurizr on-premises
+nav_order: 16
+permalink: /onpremises/support
+---
+
+# Support
+
+## Non-priority support (free)
+
+Free non-priority support is available via the following channels only:
+
+- [GitHub issues](https://github.com/structurizr/onpremises/issues)
+- [GitHub discussions](https://github.com/structurizr/onpremises/discussions)
+- [Slack](https://join.slack.com/t/structurizr/shared_invite/enQtMzkyMjY1NzMwNTkzLTcyOGI1MTZmNDQwMDQ5YmZlMThiYmU1ZTM2ZWZiMzYwMjVhNmM0OWIwNjFlZTM1YmY3YzU0ZDY2MTA1YTk5Mjg) (please do not raise issues on here, as they will likely be missed)
+
+## Priority support (paid)
+
+Priority support packages are available to diagnose and resolve issues in a timely manner, in a 3rd line support capacity.
+This __excludes__:
+
+- 1st and 2nd line support.
+- Performing installation of the software.
+- Configuration/integration with your identity provider or data storage.
+- Backing up or restoring the software and/or data on your infrastructure.
+- Keying, importing, converting, or manipulation of your data.
+- Training on the operation and use of the software.
+- Any changes made to the software by yourselves or a third party (i.e. you are running a fork of the software).
+- Assistance and guidance related to diagramming/documenting your own software (see [Visualising software architecture with the C4 model](https://simonbrown.je/#workshop3) for a 1-day workshop to learn about the C4 model).
+
+Support hours are Monday-Friday, 09:00-17:00 UK time, with the target response time varying based upon the support package.
+Support can be done via a combination of GitHub issues, e-mail, and Slack.
+We do not provide any support via telephone or video conference.
+
+2024 pricing is as follows:
+
+| Target response time | Price per year |
+|----------------------|----------------|
+| 1 working day        | £50,000 GBP    |
+| 3 working days       | £25,000 GBP    |
+| 5 working days       | £10,000 GBP    |
+
+Prices are per year, and cover a single on-premises installation
+(plus the [Structurizr for Java library](https://github.com/structurizr/java) and [Structurizr CLI](https://github.com/structurizr/cli)).