Create a "Statement of Support"
Some support organizations have a "statement of support" that details the expectations they have of customers opening tickets as well as a razor for what is supported and what isn't.
A document such as this would help us to have something solid to refer to when problems baloon out of the scope of what we can do, or verges towards what professional services offers.
See examples at:
- https://mediatemple.net/legal/statement-of-support/
- https://www.oracle.com/ca-en/support/policies.html
- https://mariadb.com/technical-support-policies
- https://www.symantec.com/content/dam/symantec/docs/support-center/enterprise-technical-support-policy-en.pdf
/cc @namhokim