Jelle Dijkstra modernized support service level agreement documentation across the Cumulocity-IoT/c8y-docs and SoftwareAG/c8y-docs repositories, focusing on clarity and consistency for customer support processes. He restructured tier nomenclature and incident classification, introducing a standardized terminology and a new Enhanced Support SLA Policy that defines a four-hour resolution plan for Silver and Gold customers. Using Markdown and leveraging technical writing and customer support management skills, Jelle emphasized governance and traceability through Git-based documentation updates. His work improved customer understanding of support expectations and response timelines, addressing business needs for clearer incident guidance without introducing new bugs during the period.