Hi Quelle,
When I want to provide instructions to users on forms I use Descriptive Text fields. If you're using a request queue, you can put instructions in the Description field of the project that has the queue settings to place instructions at the very top of the page like below.
Recently I created a form using the descriptive text that was simply a link to the SLA's for the team. That could be an option also.
Hope this helps,
Teale