diff --git a/docs.json b/docs.json
index 52134ec4..5f8e0538 100644
--- a/docs.json
+++ b/docs.json
@@ -440,6 +440,7 @@
           "enterprise/quick-start",
           "enterprise/analytics",
           "enterprise/external-postgres",
+          "enterprise/support-policy",
           {
             "group": "K8s Install",
             "pages": [
diff --git a/enterprise/support-policy.mdx b/enterprise/support-policy.mdx
new file mode 100644
index 00000000..91c5c014
--- /dev/null
+++ b/enterprise/support-policy.mdx
@@ -0,0 +1,92 @@
+---
+title: Support Policy
+description: Severity levels, response commitments, and support processes for OpenHands Enterprise customers
+icon: headset
+---
+
+Clear response commitments, defined severity levels, and a dedicated team
+standing behind every deployment.
+
+## Severity Levels
+
+Every support request is classified by impact so we can respond with the right
+urgency.
+
+<CardGroup cols={2}>
+  <Card title="Severity 1" icon="circle-exclamation" color="#dc2626">
+    **Production Down**
+
+    A vital feature or the entire platform is non-functional. No workaround
+    exists. Affects multiple teams or the entire organization.
+  </Card>
+  <Card title="Severity 2" icon="triangle-exclamation" color="#ea580c">
+    **Major Block**
+
+    A core feature is broken or severely degraded. A workaround may exist but
+    is impractical for sustained use. Work across one or more teams is
+    significantly disrupted.
+  </Card>
+  <Card title="Severity 3" icon="circle-info" color="#ca8a04">
+    **Partial Failure**
+
+    System behavior is degraded, disrupting work, but users are able to
+    complete tasks. A reasonable workaround is available.
+  </Card>
+  <Card title="Severity 4" icon="message-question" color="#16a34a">
+    **General Request**
+
+    Non-critical errors, cosmetic issues, general questions, or requests for
+    product enhancements. Day-to-day work is not disrupted.
+  </Card>
+</CardGroup>
+
+## First Response SLA
+
+Our commitment to acknowledging your issue. All times represent a qualified
+human response, not an automated reply.
+
+### Standard Support
+
+Included with every Enterprise deployment. Coverage is Monday–Friday,
+9 AM – 5 PM EST.
+
+| Severity | First Response Time |
+|----------|---------------------|
+| **Sev 1** — Production Down | 16 business hours |
+| **Sev 2** — Major Block | 1 business day |
+| **Sev 3** — Partial Failure | 2 business days |
+| **Sev 4** — General Request | 3 business days |
+
+### Premium Support
+
+For mission-critical enterprise deployments. Sev 1 coverage is 24/7, including
+weekends and holidays. Sev 2–4 coverage is Monday–Friday, 9 AM – 5 PM EST.
+
+| Severity | First Response Time |
+|----------|---------------------|
+| **Sev 1** — Production Down | 30 minutes |
+| **Sev 2** — Major Block | 4 hours |
+| **Sev 3** — Partial Failure | 8 hours |
+| **Sev 4** — General Request | 1 business day |
+
+<Note>
+  The SLA times listed above represent first response commitments. While we
+  strive to resolve issues as quickly as possible, these times should not be
+  interpreted as expected time-to-resolution.
+</Note>
+
+## How to Report an Issue
+
+Submit support requests through the
+[OpenHands Support Portal](https://support.openhands.dev). The support portal
+allows you to create, track, and manage all of your support requests in one
+place.
+
+<CardGroup cols={2}>
+  <Card title="Support Portal" icon="life-ring" href="https://support.openhands.dev">
+    Submit and track support requests.
+  </Card>
+  <Card title="Contact Sales" icon="envelope" href="https://openhands.dev/contact">
+    Learn more about Premium Support or discuss your support needs.
+  </Card>
+</CardGroup>