Update support entitlements for GitHub AE customers (github#17831)

* Revise information about support offering

* Remove stray reference to reusable

Co-authored-by: Ethan Palm <[email protected]>

content/admin/enterprise-support/about-github-enterprise-support.md

@@ -22,25 +22,17 @@ versions:
 You can contact {% data variables.contact.enterprise_support %} through {% data variables.contact.contact_enterprise_portal %} for help with:
  - Installing and using {% data variables.product.product_name %}
  - Identifying and verifying the causes of suspected errors
-{% endif %}
 
-In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% if enterpriseServerVersions contains currentVersion %}{% data variables.contact.premium_support %}{% else %}support for {% data variables.product.product_name %}{% endif %} offers:
+In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.contact.premium_support %} support for {% data variables.product.product_name %} offers:
   - Written support through our support portal 24 hours per day, 7 days per week
   - Phone support 24 hours per day, 7 days per week
-  - A{% if currentVersion == "github-ae@latest" %}n enhanced{% endif %} Service Level Agreement (SLA) {% if enterpriseServerVersions contains currentVersion %}with guaranteed initial response times{% endif %}
-{% if currentVersion == "github-ae@latest" %}
-  - An assigned Technical Service Account Manager
-  - Quarterly support reviews
-  - Managed Admin services
-{% else if enterpriseServerVersions contains currentVersion %}
+  - A Service Level Agreement (SLA) with guaranteed initial response times
   - Technical account managers
   - Access to premium content
   - Scheduled health checks
   - Managed Admin hours
 {% endif %}
 
-{% data reusables.support.government-response-times-may-vary %}
-
 {% if enterpriseServerVersions contains currentVersion %}
 For more information, see "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)."
 {% endif %}
@@ -51,34 +43,28 @@ For more information, see "[About {% data variables.contact.premium_support %} f
 
 You can contact {% data variables.contact.enterprise_support %} through {% if enterpriseServerVersions contains currentVersion %}{% data variables.contact.contact_enterprise_portal %}{% elsif currentVersion == "github-ae@latest" %} the {% data variables.contact.ae_azure_portal %}{% endif %} to report issues in writing. For more information, see "[Receiving help from {% data variables.contact.github_support %}](/admin/enterprise-support/receiving-help-from-github-support)."
 
+{% if enterpriseServerVersions contains currentVersion %}
 ### Hours of operation
 
-{% if enterpriseServerVersions contains currentVersion %}
 #### Support in English
-{% endif %}
 
-{% if enterpriseServerVersions contains currentVersion %}
 For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.
 
-For urgent issues, we {% else %}We{% endif %} are available 24 hours per day, 7 days per week, even during national U.S. holidays.
-
-{% data reusables.support.government-response-times-may-vary %}
+For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
 
-{% if enterpriseServerVersions contains currentVersion  %}
 #### Support in Japanese
 
 For non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan. For urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.
 
-For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "[Holiday schedules](#holiday-schedules)."{% endif %}
+For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "[Holiday schedules](#holiday-schedules)."
 
-{% if enterpriseServerVersions contains currentVersion %}
 ### Holiday schedules
 
-For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. {% if enterpriseServerVersions contains currentVersion  %}and Japanese{% endif %} holidays.
+For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
 
 #### Holidays in the United States
 
-{% data variables.contact.enterprise_support %} observes these U.S. holidays{% if enterpriseServerVersions contains currentVersion  %}, although our global support team is available to answer urgent tickets{% endif %}.
+{% data variables.contact.enterprise_support %} observes these U.S. holidays, although our global support team is available to answer urgent tickets.
 
 | U.S. holiday                | Date observed |
 | ---                         | ---                         |

content/admin/enterprise-support/submitting-a-ticket.md

@@ -60,8 +60,6 @@ After submitting your support request and optional diagnostic information, {% da
 
 Commercial customers can submit a support request in the {% data variables.contact.contact_ae_portal %}. Government customers should use the [Azure portal for government customers](https://portal.azure.us/#blade/Microsoft_Azure_Support/HelpAndSupportBlade). For more information, see [Create an Azure support request](https://docs.microsoft.com/azure/azure-portal/supportability/how-to-create-azure-support-request) in the Microsoft documentation.
 
-For urgent issues, to ensure a quick response, after you submit a ticket, please call the support hotline immediately. Your Technical Support Account Manager (TSAM) will provide you with the number to use in your onboarding session.
-
 {% endif %}
 
 ### Further reading