From c31dda8d7f2c596da935983038c8c98fa1220dba Mon Sep 17 00:00:00 2001
From: Laura Coursen <lecoursen@github.com>
Date: Tue, 20 Jun 2023 16:39:00 +0100
Subject: [PATCH] Fix versioning for ticket priorities (#36614)

Co-authored-by: Matt Pollard <mattpollard@users.noreply.github.com>
---
 .../about-github-premium-support.md           | 19 +---
 .../about-ticket-priority.md                  | 88 ++++++++-----------
 data/reusables/support/ghae-priorities.md     |  6 --
 data/reusables/support/ghes-priorities.md     |  6 --
 4 files changed, 40 insertions(+), 79 deletions(-)
 delete mode 100644 data/reusables/support/ghae-priorities.md
 delete mode 100644 data/reusables/support/ghes-priorities.md

diff --git a/content/support/learning-about-github-support/about-github-premium-support.md b/content/support/learning-about-github-support/about-github-premium-support.md
index ddf0bd7c2f..dc4c74a2fc 100644
--- a/content/support/learning-about-github-support/about-github-premium-support.md
+++ b/content/support/learning-about-github-support/about-github-premium-support.md
@@ -105,24 +105,7 @@ You must install the minimum supported version of {% data variables.product.prod
 
 ## Assigning a priority to a support ticket
 
-When you contact {% data variables.contact.premium_support %}, you can choose one of four priorities for the ticket: {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}.
-
-- [Ticket priorities for {% data variables.product.prodname_ghe_cloud %}](#ticket-priorities-for-github-enterprise-cloud)
-- [Ticket priorities for {% data variables.product.prodname_ghe_server %}](#ticket-priorities-for-github-enterprise-server)
-
-### Ticket priorities for {% data variables.product.prodname_ghe_cloud %}
-
-| Priority | Description | Examples |
-| :---: | --- | --- |
-| {% data variables.product.support_ticket_priority_urgent %} | Production workflows for your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. | <ul><li>Errors or outages on {% data variables.product.prodname_dotcom_the_website %} affect core Git or web application functionality for all members of your organization or enterprise</li></ul> |
-| {% data variables.product.support_ticket_priority_high %} | Account or security issues with your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are causing limited impact to your business. | <ul><li>An organization or enterprise owner has unintentionally deleted an organization</li><li>An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment</li></ul> |
-| {% data variables.product.support_ticket_priority_normal %} | Members of your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are experiencing limited or moderate issues with {% data variables.product.prodname_dotcom_the_website %}, or you have general concerns or questions about your organization or enterprise. | <ul><li>Questions about using APIs and features for your organization or enterprise</li><li>Issues with tools for organization data migration that {% data variables.product.company_short %} provides</li><li>Features related to your organization or enterprise not working as expected</li><li>General security questions about your organization or enterprise</li></ul> |
-| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Excessive resource usage for your organization or enterprise</li><li>Requests for health checks</li><li>Help with using Gists, notifications, wikis, {% data variables.product.prodname_pages %}, {% data variables.product.prodname_desktop %}, or other peripheral services or features with your organization or enterprise</li><li>Feature requests</li><li>Product feedback</li></ul> |
-
-
-### Ticket priorities for {% data variables.product.prodname_ghe_server %}
-
-{% data reusables.support.ghes-priorities %}
+When you contact {% data variables.contact.premium_support %}, you can choose one of four priorities for the ticket: {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}. For more information, see "[AUTOTITLE](/support/learning-about-github-support/about-ticket-priority)."
 
 ## Resolving and closing support tickets
 
diff --git a/content/support/learning-about-github-support/about-ticket-priority.md b/content/support/learning-about-github-support/about-ticket-priority.md
index 8c1811bc7c..35eda39798 100644
--- a/content/support/learning-about-github-support/about-ticket-priority.md
+++ b/content/support/learning-about-github-support/about-ticket-priority.md
@@ -10,19 +10,53 @@ topics:
   - Support
 ---
 
-When you contact {% data variables.contact.enterprise_support %}, you can choose one of {% ifversion ghes or ghae %}four{% else %}three{% endif %} priorities for the ticket: {% ifversion ghes or ghae %}{% data variables.product.support_ticket_priority_urgent %},{% endif %} {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}.
+## About ticket priorities
 
-{% ifversion ghes or ghae %}
+When you contact {% data variables.contact.github_support %}, you can choose a priority for the ticket:
+
+- {% data variables.product.support_ticket_priority_low %}
+- {% data variables.product.support_ticket_priority_normal %}
+- {% data variables.product.support_ticket_priority_high %}
+- {% data variables.product.support_ticket_priority_urgent %} {% ifversion ghec %}([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only){% endif %}
+
+{% data reusables.support.zendesk-old-tickets %}
 
 {% data reusables.support.github-can-modify-ticket-priority %}
 
+## Ticket priorities
+
+{% ifversion ghec %}
+
+| Priority | Description | Examples |
+| :---: | --- | --- |
+| {% data variables.product.support_ticket_priority_urgent %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only) | Production workflows for your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. | <ul><li>Errors or outages on {% data variables.product.prodname_dotcom_the_website %} affect core Git or web application functionality for all members of your organization or enterprise</li></ul> |
+| {% data variables.product.support_ticket_priority_high %} | Account or security issues with your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are causing limited impact to your business. | <ul><li>An organization or enterprise owner has unintentionally deleted an organization</li><li>An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment</li></ul> |
+| {% data variables.product.support_ticket_priority_normal %} | Members of your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are experiencing limited or moderate issues with {% data variables.product.prodname_dotcom_the_website %}, or you have general concerns or questions about your organization or enterprise. | <ul><li>Questions about using APIs and features for your organization or enterprise</li><li>Issues with tools for organization data migration that {% data variables.product.company_short %} provides</li><li>Features related to your organization or enterprise not working as expected</li><li>General security questions about your organization or enterprise</li></ul> |
+| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Excessive resource usage for your organization or enterprise</li><li>Requests for health checks</li><li>Help with using Gists, notifications, wikis, {% data variables.product.prodname_pages %}, {% data variables.product.prodname_desktop %}, or other peripheral services or features with your organization or enterprise</li><li>Feature requests</li><li>Product feedback</li></ul> |
+
+{% endif %}
 {% ifversion ghes %}
 
-## Ticket priority for {% data variables.product.prodname_ghe_server %}
+| Priority | Description | Examples |
+| :---: | --- | --- |
+| {% data variables.product.support_ticket_priority_urgent %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, and the failure directly impacts the operation of your business.<br/><br/>_{% data reusables.support.priority-urgent-english-only %}_ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Inability to install a renewed license file</li><li>Security incident</li><li>Loss of administrative access to the instance with no known workaround</li><li>Failure to restore a backup to a production environment</li></ul> |
+| {% data variables.product.support_ticket_priority_high %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, but impact on your business is limited. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy from failure of High Availability (HA) or cluster nodes</li><li>Failure to back up instance</li><li>Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment</li></ul> |
+| {% data variables.product.support_ticket_priority_normal %} | You're experiencing limited or moderate issues with {% data variables.product.prodname_ghe_server %}, or you have general concerns or questions about the operation of your instance. | <ul><li>Problems in a test or staging environment</li><li>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about configuring third-party integrations from your instance</li><li>Issues with tools for user data migration that {% data variables.product.company_short %} provides</li><li>Upgrades</li><li>Bug reports</li><li>Features not working as expected</li><li>General security questions</li></ul> |
+| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about {% data variables.product.prodname_ghe_server %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Feature requests</li><li>Product feedback</li><li>Requests for health checks (available for customers with a {% data variables.product.premium_support_plan %} only at this time)</li><li>Notifying {% data variables.product.company_short %} of planned maintenance on your instance</li></ul> |
 
-{% data reusables.support.ghes-priorities %}
+{% endif %}
+{% ifversion ghae %}
 
-## Ticket priority for {% data variables.product.prodname_advanced_security %}
+| Priority | Description | Examples |
+| :---: | --- | --- |
+| {% 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 %} configuration 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>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} 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> |
+
+{% endif %}
+
+## Ticket priorities for {% data variables.product.prodname_advanced_security %}
 
 | Priority | Description |
 | :---: | --- |
@@ -30,50 +64,6 @@ When you contact {% data variables.contact.enterprise_support %}, you can choose
 | {% data variables.product.support_ticket_priority_normal %} | {% data variables.product.prodname_advanced_security %} is functioning inconsistently, causing impaired end user usage and productivity. |
 | {% data variables.product.support_ticket_priority_low %} | {% data variables.product.prodname_advanced_security %} is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.|
 
-{% elsif ghae %}
-{% data reusables.support.ghae-priorities %}
-{% endif %}
-
-{% elsif ghec %}
-
-<!-- /github/working-with-github-support/github-enterprise-cloud-support.md -->
-
-{% data reusables.support.zendesk-old-tickets %}
-
-You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.
-
-Questions that qualify for priority responses:
-- Include questions related to your inability to access or use {% data variables.product.prodname_dotcom %}'s core version control functionality
-- Include situations related to your account security
-- Do not include peripheral services and features, such as questions about Gists, {% data variables.product.prodname_pages %}, or email notifications
-- Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
-
-To qualify for a priority response, you must:
-- Submit your question to [{% data variables.contact.enterprise_support %}](https://support.github.com/contact?tags=docs-generic) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
-- Submit a new support ticket for each individual priority situation
-- Submit your question from Monday-Friday in your local time zone
-- Understand that the response to a priority question will be received via email
-- Cooperate with {% data variables.contact.github_support %} and provide all of the information that {% data variables.contact.github_support %} asks for
-
-{% note %}
-
-**Note:** Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.
-
-{% endnote %}
-
-The target eight-hour response time:
-- Begins when {% data variables.contact.github_support %} receives your qualifying question
-- Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
-- Does not apply on weekends in your local timezone or local holidays in your jurisdiction
-
-{% note %}
-
-**Note:** {% data variables.contact.github_support %} does not guarantee a resolution to your priority question. {% data variables.contact.github_support %} may escalate or deescalate issues to or from priority question status, based on our reasonable evaluation of the information you give to us.
-
-{% endnote %}
-
-{% endif %}
-
 ## Further reading
 
 - "[AUTOTITLE](/support/contacting-github-support/creating-a-support-ticket)"
diff --git a/data/reusables/support/ghae-priorities.md b/data/reusables/support/ghae-priorities.md
deleted file mode 100644
index 0ec00f97a5..0000000000
--- a/data/reusables/support/ghae-priorities.md
+++ /dev/null
@@ -1,6 +0,0 @@
-| Priority | Description | Examples |
-| :---: | --- | --- |
-| {% 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 %} configuration 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>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} 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> |
diff --git a/data/reusables/support/ghes-priorities.md b/data/reusables/support/ghes-priorities.md
deleted file mode 100644
index d5fc8b4703..0000000000
--- a/data/reusables/support/ghes-priorities.md
+++ /dev/null
@@ -1,6 +0,0 @@
-| Priority | Description | Examples |
-| :---: | --- | --- |
-| {% data variables.product.support_ticket_priority_urgent %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, and the failure directly impacts the operation of your business.<br/><br/>_{% data reusables.support.priority-urgent-english-only %}_ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Inability to install a renewed license file</li><li>Security incident</li><li>Loss of administrative access to the instance with no known workaround</li><li>Failure to restore a backup to a production environment</li></ul> |
-| {% data variables.product.support_ticket_priority_high %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, but impact on your business is limited. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy from failure of High Availability (HA) or cluster nodes</li><li>Failure to back up instance</li><li>Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment</li></ul> |
-| {% data variables.product.support_ticket_priority_normal %} | You're experiencing limited or moderate issues with {% data variables.product.prodname_ghe_server %}, or you have general concerns or questions about the operation of your instance. | <ul><li>Problems in a test or staging environment</li><li>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about configuring third-party integrations from your instance</li><li>Issues with tools for user data migration that {% data variables.product.company_short %} provides</li><li>Upgrades</li><li>Bug reports</li><li>Features not working as expected</li><li>General security questions</li></ul> |
-| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about {% data variables.product.prodname_ghe_server %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Feature requests</li><li>Product feedback</li><li>Requests for health checks (available for customers with a {% data variables.product.premium_support_plan %} only at this time)</li><li>Notifying {% data variables.product.company_short %} of planned maintenance on your instance</li></ul> |