Create dev_support_process.md

Author: CarolineDenis

sphinx/dev_process/dev_support_process.md

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+# Dev Support Process
+
+## Developer Support Availability
+
+Developer support will be available at the following times:
+
+- **Alec**: Wednesdays, 9:00 AM – 5:00 PM CT  
+- **Jason**: Mondays, 9:00 AM – 5:00 PM CT
+
+---
+
+## Steps to Submit and Resolve a Support Request
+
+1. Send a request to **Caroline** on Slack describing the issue.
+2. Once approved, the **Customer Service requester** creates a GitHub issue in the `SP7` repo and adds it to the **current milestone**.
+3. The assigned developer will:
+   - Handle the request on their support day.
+   - Provide a brief summary of how the issue was resolved.
+   - Ensure that **no user-identifiable information** is disclosed.
+4. Only the **Customer Service requester** may close the issue once it is confirmed as resolved.
+
+---
+
+## Request Prioritization
+
+Requests will be prioritized based on:
+
+- Severity and urgency of the issue  
+- Client’s subscription level  
+- Whether the issue is caused by our system  
+- Impact on the user’s ability to work in Specify  
+- Frequency of use of the affected functionality  
+
+Users will be informed of the expected **week** their issue will be addressed, with the understanding that it may be **delayed by one week** if necessary.
+
+---
+
+## Note
+
+If the issue is determined to be caused by **our system or a recent update**, it will be **addressed immediately**, regardless of the developer support schedule.