Merge pull request #1114 from github/briceholland-ghae-review

GHAE Enterprise Support Page updates

Author: megbird

content/admin/enterprise-support/about-github-enterprise-support.md

@@ -28,9 +28,16 @@ In addition to all of the benefits of {% data variables.contact.enterprise_suppo
   - Written support through our support portal 24 hours per day, 7 days per week
   - Phone support 24 hours per day, 7 days per week
   - A{% if currentVersion == "github-ae@latest" %}n enhanced{% endif %} Service Level Agreement (SLA) {% if enterpriseServerVersions contains currentVersion %}with guaranteed initial response times{% endif %}
-  - Access to premium content{% if enterpriseServerVersions contains currentVersion %}
-  - Scheduled health checks{% endif %}
-  - Managed services
+{% if currentVersion == "github-ae@latest" %}
+  - An assigned Technical Service Account Manager
+  - Quarterly support reviews
+  - Managed Admin services
+{% else if enterpriseServerVersions contains currentVersion %}
+  - Technical account managers
+  - Access to premium content
+  - Scheduled health checks
+  - Managed Admin hours
+{% endif %}
 
 {% data reusables.support.government-response-times-may-vary %}
 

data/reusables/support/ghae-priorities.md

@@ -2,5 +2,5 @@
 | :---: | --- | --- |
 | {% data variables.product.support_ticket_priority_urgent %} - Sev A | {% data variables.product.product_name %} is inaccessible or failing entirely, and the failure directly impacts the operation of your business.<br/><br/>_After you file a support ticket, reach out to {% data variables.contact.github_support %} via phone._ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe network or performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Known security incidents or a breach of access</li></ul> |
 | {% data variables.product.support_ticket_priority_high %} - Sev B | {% data variables.product.product_name %} is failing in a production environment, with limited impact to your business processes, or only affecting certain customers. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy concerns from failures or service degradation</li><li>Production-impacting bugs or errors</li><li>{% data variables.product.product_name %} configuraton security concerns</li></ul> |
-| {% data variables.product.support_ticket_priority_normal %} - Sev C | {% data variables.product.product_name %} is experiencing limited or moderate issues and errors with {% data variables.product.product_name %}, or you have general concerns or questions about the operation of {% data variables.product.product_name %}. | <ul><li>Problems in a test or staging environment</li><li>Advice on using {% data variables.product.prodname_dotcom %} APIs and features, or questions about integrating business workflows</li><li>Issues with user tools and data collection methods</li><li>Upgrades</li><li>Bug reports, general security questions, or other feature related questions</li> |
+| {% data variables.product.support_ticket_priority_normal %} - Sev C | {% data variables.product.product_name %} is experiencing limited or moderate issues and errors with {% data variables.product.product_name %}, or you have general concerns or questions about the operation of {% data variables.product.product_name %}. | <ul><li>Advice on using {% data variables.product.prodname_dotcom %} APIs and features, or questions about integrating business workflows</li><li>Issues with user tools and data collection methods</li><li>Upgrades</li><li>Bug reports, general security questions, or other feature related questions</li> |
 | {% data variables.product.support_ticket_priority_low %} - Sev D| {% data variables.product.product_name %} is functioning as expected, however, you have a question or suggestion about {% data variables.product.product_name %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Feature requests and product feedback</li><li>General questions on overall configuration or use of {% data variables.product.product_name %}</li><li>Notifying {% data variables.contact.github_support %} of any planned changes</li></ul> |