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Support strategy

Ernst van Nierop requested to merge support-strategy into master

This commit https://gitlab.com/gitlab-com/www-gitlab-com/commit/fed20a10ddbc4fcb14d550abd323e24788e7a67d made me realize that we should expand on the strategy for the support team.

The practical details.... the tactical part shall we say, is still on https://about.gitlab.com/handbook/support/#support-direction

\cc @balameb @jnassi @dblessing @patricio @kelvinmutuma @cabargas

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