Add support guide

doc/support-guide.md

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+# Support Guide
+
+This document is created to help our support team.
+It's not intended to be read by the users as it brings to value to them.
+
+## Support channels
+
+- Main, YouTrack: https://youtrack.jetbrains.com/issues/VIM
+- [Chat on gitter](https://gitter.im/JetBrains/ideavim)
+- [IdeaVim Channel](https://jb.gg/bi6zp7) on [JetBrains Server](https://discord.gg/jetbrains)
+- Rare: GitHub discussions - https://github.com/JetBrains/ideavim/discussions
+
+## Expectations from the support
+
+- Process incoming requests from all the support channels
+- Request for an additional information
+- Help users to answer simple cases
+- Try to reproduce the issue
+- Try to help user if this is misconfiguration / incorrect usage
+- Pass actual bugs to the dev team
+- Update "State" and "Area" fields
+
+## YouTrack statuses
+
+IdeaVim has multiple YouTrack statuses, main are:
+
+- Submitted: issue is created by user, but not processed by our team. This is the default status for new tickets.
+- Open: issues is processed by out team, what means that the issues is reproduced and accepted
+- Ready To Release: Bug is fixed, but not yet released
+- Fixed: Bug is fixed
+- Closed: Issue is closed by some other reason
+
+# ~.ideavimrc file
+
+`~/.ideavimrc` is the file that is used for IdeaVim configuration. It may affect behaviour of the program,
+so it makes sense to additionally request this file in case the issues can't be reproduced.