Hack Week 2025: update variables product_name and prodname_dotcom in content/support (#53980)

Author: vgrl

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.

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 %}
 

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.<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_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 {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} 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_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 {% ifversion fpt or ghec %}{% data variables.product.github %}{% else %}{% data variables.product.prodname_ghe_server %}{% endif %} 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> |
 
 {% 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 %}<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_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).