Update support and solution partners pages

Author: webprofusion-chrisc

docs/partners.md

@@ -3,10 +3,20 @@ id: partners
 title: Solution Partners
 ---
 
+## About Solution Partners
+Solution Partners are companies that have expressed interest in supporting and providing consultancy for our products in different regions. 
+
+They are not affiliated with Certify The Web, and you should exercise your own judgment before engaging their services. Please inform us if a Solution Partner fails to meet your expectations so we can amend our list.
+
 ## Become a Solution Partner
 
-If your organization would like to offer Certify The Web customers consultancy and support within their region or sector, or if you would like to encourage your own clients to adopt our products we are happy to list motivated companies here as *Solution Partners*.
+If your organization would like to offer Certify The Web customers consultancy and support within your region or sector, or if you would like to encourage your own clients to adopt our products, we are happy to list motivated companies here as *Solution Partners*.
+
+To be listed, please provide information about your organization, its size/capabilities, and the regions/sectors you typically cater to at *support at certifytheweb.com*.
+
+## Regional Solution Partners
 
-To be listed, please provide information about your organization and the region/sectors you typically cater for to *support at certifytheweb.com*
+*There are no partners currently listed.*
 
+Please invite relevant Managed Service Providers and technology consultancies to consider being a Solution Partner in your region by sending them a link to this page.
 

docs/support.md

@@ -5,30 +5,50 @@ title: Support Options
 
 ## Getting Started
 
-To get started using the Certify The Web, see the Getting Started Guidance for each product:
+To get started with Certify The Web products, see the Getting Started guidance for each product:
+
 - [Certify Certificate Manager](intro.md)
 - [Certify Management Hub](hub/index.md)
 - [Certify Dashboard](dashboard/index.md)
 - [Certify DNS](dns/providers/certifydns)
 
 Check out our [FAQ](faq.md) if you are just getting started and having trouble with something.
 
-## Support for Licensed Customers
+## Support Helpdesk
+
+**Full time support is available via email support tickets for registered users or those who are evaluating the software.**
+
+If you are a licensed customer or are evaluating the software please do get in touch with support if you have any questions. 
 
-Our products are ideal for organizations or professionals who need tools with dependable support. _You are encouraged to test out the software yourself as an evaluation before purchasing as not all usage scenarios will be supported._
+## Support for Customers
 
-**Full time support is available via email support tickets for registered users (or those who are evaluating the software).** You can register for the Professional or Enterprise editions via https://certifytheweb.com/upgrade/. To create a new support request for help or for general questions, email **support at certifytheweb.com**, including details of your licensed email address, describing the problem/question in detail with any supporting information you can provide.
+To create a new support request for help or for general questions, email **support at certifytheweb.com**
 
-- Please include how to recreate the problem and any special configuration you may have. 
-- Logs for managed certificates can be found on the Status tab of each managed certificate. 
-- Domain details shared with us via support are treated as confidential and there is no need to redact domains in logs etc (redacting domains can make issue diagnosis more difficult).
+Please include:
+ - A note of your licensed account email address
+ - Describe the problem/question in detail with any supporting information you can provide.
+ - Include how to recreate the problem and/or any special configuration you may have. 
+ - Logs for managed certificates can be found on the Status tab of each managed certificate and are essential for diagnosing certificate request/renewal problems. 
+ - Domain details shared with us via support are treated as confidential and there is no need to redact domains in logs etc (redacting domains can make issue diagnosis more difficult).
 
 Support operates weekdays (Australian Western Standard Time) with some coverage on weekends. Telephone support and general consultancy is not currently available but we will try to help where we can for all questions.
 
+## Evaluating the Software
+
+Our products are ideal for organizations or professionals who need tools with dependable support. _You are encouraged to test the software yourself before purchasing, as not all usage scenarios are supported._
+
+Contact **support {at} certifytheweb.com** if you have questions about the products.
+
+## Help from Solution Partners
+
+We do not yet offer pre-sales support calls or onsite consultancy, but we are happy to answer questions via our helpdesk.
+
+If you are looking for regional consultants who can offer advice and consultancy for our product range, see our growing list of [Solution Partners](partners).
+
+If you are a solution partner providing consultancy and have a question, please contact our helpdesk.
+
 ## Community Support
 All users of the free Community Edition are encouraged to join our community forum: <a href="https://community.certifytheweb.com" target="_blank">community.certifytheweb.com</a>
 
 If there is a general bug or feature request you'd like to discuss in public, you can create a new issue against our <a href="https://github.com/webprofusion/certify/issues" target="_blank">GitHub project</a> or discuss on the community forum.
 
-## Solution Partners
-If you are looking for regional consultants who can offer advice and consultancy for our product range see our growing list of [Solution Partners](partners).