From 6632d19ec239d6d7979dac49a0f3961589c64928 Mon Sep 17 00:00:00 2001 From: Vanessa Date: Mon, 20 Jan 2025 06:22:52 +1000 Subject: [PATCH] Hack Week 2025: update variables `product_name` and `prodname_dotcom` in content/support (#53980) --- .../creating-a-support-ticket.md | 10 +++++----- .../about-github-support.md | 14 +++++++------- .../about-ticket-priority.md | 4 ++-- 3 files changed, 14 insertions(+), 14 deletions(-) diff --git a/content/support/contacting-github-support/creating-a-support-ticket.md b/content/support/contacting-github-support/creating-a-support-ticket.md index 765f58b03fc2..d11db7d427cc 100644 --- a/content/support/contacting-github-support/creating-a-support-ticket.md +++ b/content/support/contacting-github-support/creating-a-support-ticket.md @@ -69,7 +69,7 @@ After you create your ticket, you can view your ticket and the responses from {% Especially for tickets with {% data variables.product.support_ticket_priority_urgent %} priority, the person contacting {% data variables.contact.github_support %} should: * Be knowledgeable in your internal systems, tools, policies, and practices. -* Be a proficient user of {% data variables.product.product_name %}. +* Be a proficient user of {% data variables.product.prodname_ghe_server %}. * Have full access and permissions to any services that are required to troubleshoot the issue. * Be authorized to make the recommended changes to your network and any applicable products. @@ -82,8 +82,8 @@ Especially for tickets with {% data variables.product.support_ticket_priority_ur 1. Navigate to the {% data variables.contact.contact_landing_page_portal %} and choose one of the following options: - * To sign in with your {% data variables.product.prodname_dotcom %} account, click **Sign in with {% data variables.product.prodname_dotcom %}**. - * To sign up for {% data variables.product.prodname_dotcom %}, click **Sign up for {% data variables.product.prodname_dotcom %}**. + * To sign in with your {% data variables.product.github %} account, click **Sign in with {% data variables.product.github %}**. + * To sign up for {% data variables.product.github %}, click **Sign up for {% data variables.product.github %}**. * If you can't sign in or sign up, click **Can't sign in?** and fill out the form. You will be guided through an email verification process.{% ifversion ghec or ghes %} You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see [AUTOTITLE](/billing/managing-your-license-for-github-enterprise/downloading-your-license-for-github-enterprise).{% endif %} {% data reusables.support.submit-a-ticket %} @@ -99,8 +99,8 @@ Especially for tickets with {% data variables.product.support_ticket_priority_ur 1. Choose one of the following options: - * To sign in with your {% data variables.product.prodname_dotcom %} account, click **Sign in with {% data variables.product.prodname_dotcom %}**. - * To sign up for {% data variables.product.prodname_dotcom %}, click **Sign up for {% data variables.product.prodname_dotcom %}**. + * To sign in with your {% data variables.product.github %} account, click **Sign in with {% data variables.product.github %}**. + * To sign up for {% data variables.product.github %}, click **Sign up for {% data variables.product.github %}**. * If you can't sign in or sign up, click **Can't sign in?** and fill out the form. You will be guided through an email verification process. You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see [AUTOTITLE](/billing/managing-your-license-for-github-enterprise/downloading-your-license-for-github-enterprise). 1. If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click **Download diagnostic info** and save the file locally. You'll attach this file to your support ticket later. diff --git a/content/support/learning-about-github-support/about-github-support.md b/content/support/learning-about-github-support/about-github-support.md index 15095271b66e..8edbd24f26ac 100644 --- a/content/support/learning-about-github-support/about-github-support.md +++ b/content/support/learning-about-github-support/about-github-support.md @@ -24,7 +24,7 @@ topics: ## About {% data variables.contact.github_support %} -The support options available to {% data variables.product.prodname_dotcom %} users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any {% data variables.product.prodname_ghe_server %} instances they manage. Each product includes a default level of support and accounts that use {% data variables.product.prodname_enterprise %} can purchase {% data variables.contact.premium_support %}. +The support options available to {% data variables.product.github %} users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any {% data variables.product.prodname_ghe_server %} instances they manage. Each product includes a default level of support and accounts that use {% data variables.product.prodname_enterprise %} can purchase {% data variables.contact.premium_support %}. {% rowheaders %} @@ -41,7 +41,7 @@ The support options available to {% data variables.product.prodname_dotcom %} us {% ifversion ghes %} You can contact {% data variables.contact.enterprise_support %} through the {% data variables.contact.contact_enterprise_portal %} for help with: -* Installing and using {% data variables.product.product_name %} +* Installing and using {% data variables.product.prodname_ghe_server %} * Identifying and verifying the causes of suspected errors * Installing and using {% data variables.product.prodname_advanced_security %} @@ -57,7 +57,7 @@ For more information, see [AUTOTITLE](/support/learning-about-github-support/abo {% ifversion fpt or ghec %} -Before contacting {% data variables.contact.github_support %}, check if there are currently any incidents affecting services on {% data variables.product.product_name %} on [{% data variables.product.prodname_dotcom %} Status](https://githubstatus.com/). For more information, see [About GitHub status](#about-github-status). +Before contacting {% data variables.contact.github_support %}, check if there are currently any incidents affecting services on {% data variables.product.github %} on [{% data variables.product.github %} Status](https://githubstatus.com/). For more information, see [About GitHub status](#about-github-status). {% endif %} @@ -70,7 +70,7 @@ To report account, security, and abuse issues, or to receive assisted support fo {% ifversion fpt %} You can contact {% data variables.contact.github_support %} in English. {% else %} -With {% data variables.product.product_name %}, you have access to support in English and Japanese. +With {% data variables.product.prodname_enterprise %}, you have access to support in English and Japanese. {% endif %} {% data reusables.support.support-ticket-translation-option %} @@ -91,9 +91,9 @@ Email communication from GitHub Support will always be sent from either a `githu ## About GitHub status -You can check for any incidents currently affecting {% data variables.product.product_name %} services and view information about past incidents on {% data variables.product.prodname_dotcom %}'s [Status page]({% ifversion fpt or ghec %}https://githubstatus.com{% endif %}). +You can check for any incidents currently affecting {% data variables.product.github %} services and view information about past incidents on {% data variables.product.github %}'s [Status page]({% ifversion fpt or ghec %}https://githubstatus.com{% endif %}). -You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting {% data variables.product.product_name %}. +You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting {% data variables.product.github %}. You can also use the {% data variables.product.company_short %} Status API to check for incidents. For more information, see [{% data variables.product.company_short %} Status API](https://www.githubstatus.com/api/). @@ -111,7 +111,7 @@ Enterprise owners can also add support entitlements to members of organizations ## About {% data variables.product.prodname_copilot_in_support %} -You can receive answers to questions relating to {% data variables.product.prodname_dotcom %}'s products and features before submitting a support ticket by using {% data variables.product.prodname_copilot_in_support %}. {% data variables.product.prodname_copilot_in_support %} is an AI-powered tool that uses a large language model to find answers to a wide variety of support queries. If {% data variables.product.prodname_copilot_in_support %} cannot answer your question, You can proceed with submitting your ticket to {% data variables.contact.github_support %}. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-copilot-in-github-support). +You can receive answers to questions relating to {% data variables.product.github %}'s products and features before submitting a support ticket by using {% data variables.product.prodname_copilot_in_support %}. {% data variables.product.prodname_copilot_in_support %} is an AI-powered tool that uses a large language model to find answers to a wide variety of support queries. If {% data variables.product.prodname_copilot_in_support %} cannot answer your question, You can proceed with submitting your ticket to {% data variables.contact.github_support %}. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-copilot-in-github-support). {% ifversion fpt or ghec %} 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 0ba6c2c464cb..f409b63dbb46 100644 --- a/content/support/learning-about-github-support/about-ticket-priority.md +++ b/content/support/learning-about-github-support/about-ticket-priority.md @@ -42,7 +42,7 @@ Ticket priority helps to ensure that support requests are handled in order, and | :---: | --- | --- | | {% 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.

_{% data reusables.support.priority-urgent-english-only %}_ | | | {% 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. | | -| {% 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. | | +| {% 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. | | | {% 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. | | {% endif %} @@ -62,7 +62,7 @@ All tickets regarding code security features follow this logic for ticket priori | Priority | Description | Examples | | :---: | --- | --- | | {% 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 %} | Issues that critically impact the functionality of GitHub-supported ARC in an existing production environment. This excludes disruptions caused by Kubernetes components, missing dependencies, third-party software (such as proxy servers), or other changes made by your teams. | ARC fails to create pods/start job/remove pods, or ARC has a significant bug affecting production and a rollback is not possible. | -| {% data variables.product.support_ticket_priority_high %} | Issues that affect the performance of {% data variables.product.prodname_dotcom %}-supported ARC in an existing production environment but do not result in a complete system failure. | Delays in pod termination or assignment of jobs to pods, where the delay is not in line with expectations but does not entirely halt the workflow. | +| {% data variables.product.support_ticket_priority_high %} | Issues that affect the performance of {% data variables.product.github %}-supported ARC in an existing production environment but do not result in a complete system failure. | Delays in pod termination or assignment of jobs to pods, where the delay is not in line with expectations but does not entirely halt the workflow. | | {% data variables.product.support_ticket_priority_normal %} / {% data variables.product.support_ticket_priority_low %} | Any other minor issues not classified as {% data variables.product.support_ticket_priority_urgent %} or {% data variables.product.support_ticket_priority_high %} should be directed to [the open source {% data variables.product.prodname_actions_runner_controller %} repository](https://github.com/actions/actions-runner-controller) issues/discussions. | Customization, performance analysis, initial setup. | For more information about what {% data variables.contact.github_support %} can assist with, see [AUTOTITLE](/actions/hosting-your-own-runners/managing-self-hosted-runners-with-actions-runner-controller/about-support-for-actions-runner-controller).