Worked on modernizing support service level agreement documentation within the Cumulocity-IoT/c8y-docs and SoftwareAG/c8y-docs repositories, focusing on improving clarity and consistency for customer support processes. Applied technical writing and documentation skills using Markdown to update tier nomenclature, clarify incident classifications, and restructure support service definitions. Introduced an Enhanced Support SLA Policy that established a four-hour resolution plan for Silver and Gold customers, aligning expectations and response timelines. Emphasized governance and traceability by coordinating updates across both repositories, ensuring business value through standardized terminology and improved incident guidance. No bugs were reported, reflecting a focus on feature delivery and documentation quality.