Clarify support scope in ticket priority doc and update ticket priority examples (#58258)

Co-authored-by: Justin Alex <1155821+jusuchin85@users.noreply.github.com>
Co-authored-by: mc <42146119+mchammer01@users.noreply.github.com>
Co-authored-by: Felicity Chapman <felicitymay@github.com>
Co-authored-by: Roger D. Winans <solvaholic@users.noreply.github.com>

Author: 5 people

content/support/learning-about-github-support/about-ticket-priority.md

@@ -24,14 +24,20 @@ Ticket priority helps to ensure that support requests are handled in order, and
 
 {% data reusables.support.github-can-modify-ticket-priority %}
 
+## Scope of Support
+
+Please note that {% data variables.contact.github_support %} can only assist with issues that fall within {% data variables.product.company_short %}'s Scope of Support. Requests related to out-of-scope areas, such as third-party integration issues, custom scripts, or unsupported platforms, cannot be prioritized or addressed by {% data variables.contact.github_support %}.
+
+For more details and examples of what is considered out of scope for {% data variables.contact.github_support %}, see {% data variables.product.company_short %}'s [Scope of Support documentation](/support/learning-about-github-support/about-github-support#scope-of-support). If your request falls outside this scope, please refer to the relevant third-party’s support resources, community forums, or consult [{% data variables.product.prodname_expert_services %}](https://github.com/services/).
+
 ## Ticket priorities
 
 {% ifversion ghec %}
 
 | Priority | Description | Examples |
 | :---: | --- | --- |
-| {% data variables.product.support_ticket_priority_urgent %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only) | Production workflows for your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. | <ul><li>Errors or outages on {% data variables.product.prodname_ghe_cloud %} affect core Git or web application functionality for all members of your organization or enterprise</li></ul> |
-| {% data variables.product.support_ticket_priority_high %} | Account or security issues with your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are causing limited impact to your business. | <ul><li>An organization or enterprise owner has unintentionally deleted an organization</li><li>An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment</li></ul> |
+| {% data variables.product.support_ticket_priority_urgent %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only) | Production workflows for your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. | <ul><li>Errors or outages on {% data variables.product.prodname_ghe_cloud %} affect core Git or web application functionality for all members of your organization or enterprise</li><li>Authentication issues impacting the majority of existing users in your enterprise or organization</li></ul> |
+| {% data variables.product.support_ticket_priority_high %} | Account or security issues with your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are causing limited impact to your business. | <ul><li>An organization or enterprise owner has unintentionally deleted an organization</li><li>An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment</li><li>Unable to SCIM provision users or groups</li></ul> |
 | {% data variables.product.support_ticket_priority_normal %} | Members of your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are experiencing limited or moderate issues with {% data variables.product.prodname_ghe_cloud %}, or you have general concerns or questions about your organization or enterprise. | <ul><li>Questions about using APIs and features for your organization or enterprise, including rate limits</li><li>API request failures due to rate limits</li><li>Issues with tools for organization data migration that {% data variables.product.company_short %} provides</li><li>Features related to your organization or enterprise not working as expected</li><li>General security questions about your organization or enterprise</li></ul> |
 | {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Excessive resource usage for your organization or enterprise</li><li>Requests for health checks</li><li>Help with using Gists, notifications, wikis, {% data variables.product.prodname_pages %}, {% data variables.product.prodname_desktop %}, or other peripheral services or features with your organization or enterprise</li><li>Feature requests</li><li>Product feedback</li></ul> |
 
@@ -40,8 +46,8 @@ Ticket priority helps to ensure that support requests are handled in order, and
 
 | Priority | Description | Examples |
 | :---: | --- | --- |
-| {% 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.<br/><br/>_{% data reusables.support.priority-urgent-english-only %}_ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Inability to install a renewed license file</li><li>Security incident</li><li>Loss of administrative access to the instance with no known workaround</li><li>Failure to restore a backup to a production environment</li></ul> |
-| {% 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. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy from failure of High Availability (HA) or cluster nodes</li><li>Failure to back up instance</li><li>Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment</li></ul> |
+| {% 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.<br/><br/>_{% data reusables.support.priority-urgent-english-only %}_ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe performance degradation for majority of users</li><li>Authentication issues impacting the majority of existing users on your appliance</li><li>Full or rapidly filling storage</li><li>Inability to install a renewed license file</li><li>Security incident</li><li>Loss of administrative access to the instance with no known workaround</li><li>Failure to restore a backup to a production environment</li></ul> |
+| {% 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. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy from failure of High Availability (HA) or cluster nodes</li><li>Failure to back up instance</li><li>Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment</li><li>Unable to SCIM provision users or groups</li></li></ul> |
 | {% 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. | <ul><li>Problems in a test or staging environment</li><li>Advice on using {% data variables.product.prodname_ghe_server %} APIs and features including rate limits, or questions about configuring third-party integrations from your instance</li><li>API request failures due to rate limits</li><li>Issues with tools for user data migration that {% data variables.product.company_short %} provides</li><li>Upgrades</li><li>Bug reports</li><li>Features not working as expected</li><li>General security questions</li></ul> |
 | {% 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. | <ul><li>Feature requests</li><li>Product feedback</li><li>Requests for health checks (available for customers with a {% data variables.product.premium_support_plan %} only at this time)</li><li>Notifying {% data variables.product.company_short %} of planned maintenance on your instance</li></ul> |
 
@@ -61,14 +67,12 @@ All tickets regarding security features follow this logic for ticket prioritizat
 
 | Priority | Description | Examples |
 | :---: | --- | --- |
-| {% data variables.product.support_ticket_priority_urgent %}{% ifversion ghec %}<br><br>([{% 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_urgent %}{% ifversion ghec %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only){% endif %} | Issues that critically impact the functionality of {% data variables.product.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.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).
 
-If you are uncertain if the issue is out of scope, contact {% data variables.contact.contact_support_page %} and we're happy to help you determine the best way to proceed.
-
 ## Further reading
 
 * [AUTOTITLE](/support/contacting-github-support/creating-a-support-ticket)