Clarify that callbacks are done at the discretion of the agent (#36643)

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

@@ -46,7 +46,7 @@ There are two {% data variables.contact.premium_support %} plans: Premium and Pr
 |---|---|------|
 | Hours of operation | 24 x 7 | 24 x 7 |
 | 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> |
+| Support channels | <ul><li>Online ticket submission</li><li>Phone support in English via callback request (when required for ticket resolution)</li><li>Screen share request for critical issues</li></ul> | <ul><li>Online ticket submission</li><li>Phone support in English via callback request (when required for ticket resolution)</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>   |

data/reusables/support/premium-support-features.md

@@ -1,6 +1,6 @@
 In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.product.prodname_enterprise %} customers can purchase {% data variables.contact.premium_support %}, which offers:
   - Written support, in English, through our support portal 24 hours per day, 7 days per week
-  - Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week
+  - Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
   - A Service Level Agreement (SLA) with guaranteed initial response times
   - Escalation and incident management
     - Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution

data/reusables/support/submit-a-ticket.md

@@ -27,6 +27,12 @@
 {%- endif %}
 {%- ifversion ghes or ghec %}
 1. Optionally, if your account includes {% data variables.contact.premium_support %} and your ticket is {% ifversion ghes %}urgent or high{% elsif ghec %}high{% endif %} priority, you can request a callback in English. Select **Request a callback from GitHub Support**, select the country code dropdown menu to choose your country, and enter your phone number.
+
+   {% note %}
+
+   **Note:** You will only receive a callback if required for ticket resolution.
+
+   {% endnote %}
 {%- endif %}
 1. Under "Subject", type a descriptive title for the issue you're having.
 2. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message.