Update Premium Support details (#33606)

content/support/learning-about-github-support/about-github-premium-support.md

@@ -26,7 +26,7 @@ topics:
 
 **Notes:**
 
-- The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of November 2021. 
+- The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of November 2021.
 
 - {% data reusables.support.data-protection-and-privacy %}
 
@@ -43,12 +43,14 @@ There are two {% data variables.contact.premium_support %} plans: Premium and Pr
 | | {% data variables.product.premium_support_plan %} | {% data variables.product.premium_plus_support_plan %} |
 |---|---|------|
 | Hours of operation | 24 x 7 | 24 x 7 |
-| Initial response time | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %}</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li></ul> | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %}</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li></ul> |
+| Initial response time | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %} (including initial troubleshooting)</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li></ul> | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %} (including initial troubleshooting)</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li></ul> |
 | Support channels | <ul><li>Online ticket submission</li><li>Phone support in English via callback request</li><li>Screen share request for critical issues</li></ul> | <ul><li>Online ticket submission</li><li>Phone support in English via callback request</li><li>Screen share request for critical issues</li></ul> |
 | Training | Access to premium content  | <ul><li>Access to premium content</li><li>1 virtual training class per year</li></ul> |
 | Members with support entitlements | 20 | 20 |
 | Resources | Priority ticket handling | <ul><li>Priority ticket handling</li><li>Named Customer Reliability Engineer</li></ul>   |
-| Health Checks | Unlimited automated Health Check reports (see "[Generating a Health Check for your enterprise]({% ifversion not ghes%}/enterprise-server@latest{% endif %}/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)") | <ul><li>Unlimited automated Health Check reports (see "[Generating a Health Check for your enterprise]({% ifversion not ghes%}/enterprise-server@latest{% endif %}/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)")</li><li>Quarterly enhanced Health Checks, with findings, interpretations, and recommendations from a Customer Reliability Engineer (by request)</li></ul>    |
+Escalation management | For High and Urgent priority tickets | For High and Urgent priority tickets
+Incident management | None | For Urgent priority tickets, as needed
+| Health Checks | Unlimited automated Health Check reports (see "[Generating a Health Check for your enterprise]({% ifversion not ghes %}/enterprise-server@latest{% endif %}/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)") | <ul><li>Unlimited automated Health Check reports (see "[Generating a Health Check for your enterprise]({% ifversion not ghes %}/enterprise-server@latest{% endif %}/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)")</li><li>Quarterly enhanced Health Checks, with findings, interpretations, and recommendations from a Customer Reliability Engineer (by request)</li></ul>    |
 | Technical advisory hours| None | 4 hours per month  |
 | Application upgrade assistance | None | By request |
 | Cloud planning | None | By request |
@@ -61,7 +63,6 @@ There are two {% data variables.contact.premium_support %} plans: Premium and Pr
 
   {% endnote %}
 
-
 ## Signing up for {% data variables.contact.premium_support %}
 
 To sign up for {% data variables.contact.premium_support %} or upgrade your plan, you can [contact our account management team](https://enterprise.github.com/contact) or call [+1 (877) 448-4820](tel:+1-877-448-4820).
@@ -87,9 +88,18 @@ For tickets you submit, support is available 24 hours a day, 7 days per week. Th
 | {% data variables.product.support_ticket_priority_urgent %} | 30 minutes |
 | {% data variables.product.support_ticket_priority_high %} | 4 hours |
 
+During the initial response time for Urgent priority tickets, you can expect us to do the following:
+
+- The paged Support Engineer or CRE assigns and carefully reviews your ticket. The goal is to understand the issue, start troubleshooting, and identify next steps.
+- In the initial response, the assigned Support Engineer or CRE will acknowledge ticket receipt and assignment as well as provide next steps to clarify and troubleshoot the situation. To assist with resolving your issue, the Support Engineer or CRE may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands.
+- Depending on the issue, the assigned Support Engineer or CRE may collaborate with others in Support, Engineering, or the regional incident commander.
+- If a callback was requested upon opening the Urgent ticket, the assigned Support Engineer or CRE will determine if, at the current time, screen sharing is the most efficient way of driving the ticket towards resolution. If so, they will extend an offer to you to join a screen sharing session.
+
 {% data reusables.enterprise_enterprise_support.installing-releases %}
 
+{% ifversion ghes %}
 You must install the minimum supported version of {% data variables.product.prodname_ghe_server %} pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for {% data variables.contact.premium_support %}.
+{% endif %}
 
 ## Assigning a priority to a support ticket