From dfcc74d4876c6c53fd79da1e55454beefebb9e16 Mon Sep 17 00:00:00 2001 From: Ingrid <148255657+IngridKwok@users.noreply.github.com> Date: Tue, 10 Sep 2024 13:26:44 -0700 Subject: [PATCH] Create 2024-09-10-emergency-ticket-workspace-phase1.md (#9215) * Create 2024-09-10-emergency-ticket-workspace-phase1.md * Update 2024-09-10-emergency-ticket-workspace-phase1.md * Update 2024-09-10-emergency-ticket-workspace-phase1.md * Add files via upload * Copy edits, backdate published date by one day * change file name so that wp release notes appear together on the index page --------- Co-authored-by: Rachel Whitton --- .../emergency-ticket-workspace-phase1.png | Bin 0 -> 59137 bytes ...09-09-emergency-ticket-workspace-phase1.md | 18 ++++++++++++++++++ 2 files changed, 18 insertions(+) create mode 100644 source/images/emergency-ticket-workspace-phase1.png create mode 100644 source/releasenotes/2024-09-09-emergency-ticket-workspace-phase1.md diff --git 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zE)EYZzfgZPqa5^s$yr~o8_k%;E?~Ot3cf0gmdr1BJ2+hGKAnW->;;Pszopr0C7pkEC2ui literal 0 HcmV?d00001 diff --git a/source/releasenotes/2024-09-09-emergency-ticket-workspace-phase1.md b/source/releasenotes/2024-09-09-emergency-ticket-workspace-phase1.md new file mode 100644 index 0000000000..ae56d03aef --- /dev/null +++ b/source/releasenotes/2024-09-09-emergency-ticket-workspace-phase1.md @@ -0,0 +1,18 @@ +--- +title: '"On-call help" renamed to "Emergency ticket" (workspace level support)' +published_date: "2024-09-09" +categories: [user-interface] +--- + +In our ongoing commitment to enhance the clarity of our support options, we are renaming Pantheon's '**On-call help**' to '**Emergency ticket**.' This phased rollout will first impact support at the workspace level, with changes to site-level support coming in the next phase. + +For users accessing support from the site level, you will still see 'On-call help' for now. Rest assured, this is simply a name change, and it does not impact the scope of our service. The same level of support will continue to be provided. + +### Emergency ticket +Available exclusively to Platinum and Diamond customers, this option is for business-critical issues requiring immediate attention. Emergency tickets are escalated directly to our Support team, including during off-hours, ensuring a rapid response and resolution. + +### General support ticket +Available to Gold, Platinum, and Diamond customers for other support needs. Gold customers should use this option for site downtime or urgent issues, which will be handled promptly. +Learn more about [support features for different account tiers](/guides/support/#support-features-and-response-times). + +![Emergency ticket workspace phase 1 image](../images/emergency-ticket-workspace-phase1.png)