Adding escalated ticket response times to customer-support.md

[slshults]

Changes

Adding escalated ticket response times to customer-support.md, and a few misc tidying items on same page

Checklist

• [✅ ] Words are spelled using American English
• [✅ ] Titles are in sentence case
• [✅ ] Feature names are in sentence case too
• [✅ ] Use relative URLs for internal links

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