From ac410548b3f4cef5ab1d1e479fe0474920dcd022 Mon Sep 17 00:00:00 2001 From: Rachel Whitton Date: Thu, 22 Aug 2024 13:08:52 -0500 Subject: [PATCH] Release note for emergency ticket UI changes --- source/releasenotes/2024-08-23-emergency-ticket.md | 11 +++++++++++ 1 file changed, 11 insertions(+) create mode 100644 source/releasenotes/2024-08-23-emergency-ticket.md diff --git a/source/releasenotes/2024-08-23-emergency-ticket.md b/source/releasenotes/2024-08-23-emergency-ticket.md new file mode 100644 index 0000000000..2e29b13f8e --- /dev/null +++ b/source/releasenotes/2024-08-23-emergency-ticket.md @@ -0,0 +1,11 @@ +--- +title: '"On-call help" renamed to "Emergency ticket"' +published_date: "2024-08-23" +categories: [general, user-interface] +--- +To provide clearer distinction in our support services, we've renamed Pantheon's 'On-call help' to 'Emergency ticket.' This change is intended to clarify the scope of the service. + +* **Emergency ticket**: Available exclusively to Platinum and Diamond customers, this option is intended for business-critical issues that require immediate attention. Emergency tickets are escalated directly to our engineering team, including during off-hours, ensuring rapid response and resolution. +* **General support ticket**: Available to Gold, Platinum, and Diamond customers for all types of support needs. Gold customers should use this option to report site downtime, and it will be addressed with timely assistance. + +You can access the Emergency ticket option from the Support tab of your dashboard. Learn more about [support features for different account tiers](/guides/support/#support-features-and-response-times).