Update SLA policies in Zendesk to match premium support priority levels and times
As per the info on our premium support page: https://about.gitlab.com/support/#premium-support there are different SLAs depending on the current priority of the ticket:
We should update the SLA policy in Zendesk to match these for Premium tickets: https://gitlab.zendesk.com/agent/admin/slas (internal only)
When done we should share and train the entire support team how to set priority based on current status of the ticket and update the handbook with this info. Sample text to follow.