From 25bff34485e284f5fbcab448b8596adf496fbba7 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Wed, 4 Dec 2024 02:01:36 +0000
Subject: [PATCH 01/10] Full draft of working with ASEs and a related update to
ASE PTO planning
---
.../planning-pto-as-ASE.md | 8 +--
.../global-support-and-ases.md | 54 +++++++++++++++----
2 files changed, 47 insertions(+), 15 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
index 8ae9a7b15d9..16b3a3a7b0d 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
@@ -30,10 +30,10 @@ will be out.
- Review the accounts and open tickets with your backups
- Inform the customers and account teams of your upcoming absence and your
coverage plan
-
-Help the SEs who will be monitoring your accounts to setup a notifications in
-Zendesk using the [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
-so that they will be notified of new tickets.
+- Help the SEs who will be monitoring your accounts to configure the Zendesk
+ [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
+ to notify them upon the arrival of new tickets.
+- Configure Slack to indicate who is covering for each of your accounts
### Returning from PTO
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index fcc27f0e9ee..f18e04a1390 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -5,19 +5,20 @@ description: Information for the rest of Support about how best to collaborate w
## Global Support working with ASEs
-INTRODUCTORY TEXT HERE
+ASEs rely on other SEs to help with their accounts and tickets in a number of
+different situations. To be sure that you are able to contribute well when you
+encounter one of these situations, please familiarize yourself with the
+information presented on this page.
## Contributing to ASE tickets
### New non-emergency tickets
-<!-- This is not true for all accounts currently, and may also change for the future.
- Change this to discuss how to determine whether and how to help on ASE account
- tickets. -->
-
-All new non-emergency tickets from a customer that paid for an Assigned
-Support Engineer (ASE)
-[will be automatically assigned to that ASE](../customer-onboarding.html#auto-assign-the-customers-tickets).
+For **many** ASE accounts, all new non-emergency tickets
+[will be automatically assigned to their ASE](../customer-onboarding.html#auto-assign-the-customers-tickets).
+Check the org note that is automatically inserted into each ticket to determine
+whether tickets for that account are automatically assigned, and how you can
+and should contribute to that ticket.
See [what to do when the ASE is unavailable](#when-the-ase-is-unavailable) and
[what to do if they came in requesting a different region](#tickets-in-a-different-region).
@@ -26,8 +27,10 @@ See [what to do when the ASE is unavailable](#when-the-ase-is-unavailable) and
Regardless of when an emergency request is submitted by an ASE's account,
the [DRI](/handbook/people-group/directly-responsible-individuals.html)
-for the emergency is the on-call Support Engineer. The only process change is
-that they should **notify the ASE**. The best way to do this is simply to ping
+for the emergency is the
+[on-call support engineer](../../../workflows/customer_emergencies_workflows/).
+The only process change is that the on-call support engineer
+should **notify the ASE**. The best way to do this is simply to ping
the ASE's Slack handle in the emergency's Slack thread. After that, the on-call
engineer should work the emergency in the normal way.
@@ -60,4 +63,33 @@ breach before the ASE gets online then that means
## Covering for an ASE when they are absent
-TEXT NEEDED HERE
+When an ASE will be absent from work, they will need first to find one or more
+other support engineers to take care of their accounts during their absence.
+The ASEs have a [workflow](../ase-workflows-and-standards/planning-pto-as-ASE)
+for arranging for coverage. Here's what covering for an ASE would mean for you:
+
+- You would re-balance your workload to make room for the potential work with
+ the ASE's accounts. Specifically, you would decrease your non-ASE ticket work
+ by 25% for each account you cover.
+- You would be responsible only for working tickets for the accounts, and not
+ for performing any proactive work, attenting any regularly-scheduled meetings,
+ etc.
+- You would configure Zendesk to notify you upon receipt of each new ticket for
+ each account (the ASE will help you to do this).
+- You should expect to be pinged by the on-call team when any emergencies come
+ in for the accounts.
+- If you will be covering two or more accounts, discuss with the ASE whether you
+ will need to get coverage for your scheduled on-call shifts. If the ASE is
+ confident that the accounts will be very quiet, you should be able to keep
+ your on-call shifts. Otherwise, find another support engineer to take them.
+- You would review each account with the ASE before they depart:
+ - for each active ticket, be sure you understand the progress-to-date and
+ the next steps planned, and also add yourself to the CC list
+ - ask the ASE to tell you who the customer contacts are, and how best to work
+ with them
+ - ask the ASE to summarize the account's GitLab environment and to point you
+ to any available documents and issues that could be useful to you in working
+ on tickets
+- When the ASE returns, you would meet with them to review the work you did on
+ their behalf, and to transfer to them any tickets that arrived during their
+ absence IF it makes sense to do so.
--
GitLab
From e5eed5f0a1bef9e91a37886647762d68916cab33 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Tue, 10 Dec 2024 01:53:00 +0000
Subject: [PATCH 02/10] Fix bad links
---
.../working-with-ases/global-support-and-ases.md | 4 ++--
1 file changed, 2 insertions(+), 2 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index f18e04a1390..2cff3765609 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -15,7 +15,7 @@ information presented on this page.
### New non-emergency tickets
For **many** ASE accounts, all new non-emergency tickets
-[will be automatically assigned to their ASE](../customer-onboarding.html#auto-assign-the-customers-tickets).
+[will be automatically assigned to their ASE](../ase-workflows-and-standards/customer-onboarding.html#auto-assign-the-customers-tickets).
Check the org note that is automatically inserted into each ticket to determine
whether tickets for that account are automatically assigned, and how you can
and should contribute to that ticket.
@@ -65,7 +65,7 @@ breach before the ASE gets online then that means
When an ASE will be absent from work, they will need first to find one or more
other support engineers to take care of their accounts during their absence.
-The ASEs have a [workflow](../ase-workflows-and-standards/planning-pto-as-ASE)
+The ASEs have a [workflow](../ase-workflows-and-standards/planning-pto-as-ASE.html)
for arranging for coverage. Here's what covering for an ASE would mean for you:
- You would re-balance your workload to make room for the potential work with
--
GitLab
From 04dbfb7375806da91f2985747e0a2cd760e150cf Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Tue, 10 Dec 2024 01:57:19 +0000
Subject: [PATCH 03/10] Shorter page titles
---
content/handbook/support/enhanced-support-offerings/_index.md | 2 +-
.../offering-assigned-support-engineer/_index.md | 2 +-
2 files changed, 2 insertions(+), 2 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/_index.md b/content/handbook/support/enhanced-support-offerings/_index.md
index 251d8eda435..b2c33a79b8d 100644
--- a/content/handbook/support/enhanced-support-offerings/_index.md
+++ b/content/handbook/support/enhanced-support-offerings/_index.md
@@ -1,5 +1,5 @@
---
-title: Support Team Handbook - Enhanced Support Offerings
+title: Enhanced Support Offerings
description: Everything about Support's Enhanced Support Offerings
canonical_path: "/handbook/support/enhanced-support-offerings"
---
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/_index.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/_index.md
index 9ddeabced42..d556951f116 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/_index.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/_index.md
@@ -1,5 +1,5 @@
---
-title: Enhanced Support Offering - Assigned Support Engineer (ASE)
+title: Offering - Assigned Support Engineer (ASE)
description: Information about the ASE offering, being an ASE, and working with ASEs
canonical_path: "/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer"
---
--
GitLab
From 8ce12eb89a19d0f49c685c6ba85bf2ffc05b7f6d Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Wed, 11 Dec 2024 02:26:50 +0000
Subject: [PATCH 04/10] Accepted multiple suggested improvements
---
.../planning-pto-as-ASE.md | 7 +--
.../global-support-and-ases.md | 43 ++++++++++---------
2 files changed, 27 insertions(+), 23 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
index 16b3a3a7b0d..5f14003d943 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/planning-pto-as-ASE.md
@@ -30,10 +30,11 @@ will be out.
- Review the accounts and open tickets with your backups
- Inform the customers and account teams of your upcoming absence and your
coverage plan
-- Help the SEs who will be monitoring your accounts to configure the Zendesk
- [notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
+- Help the SEs who will be monitoring your accounts to configure the
+ [Zendesk notifications app](/handbook/support/readiness/operations/docs/zendesk/apps/global-apps/#notifications-app)
to notify them upon the arrival of new tickets.
-- Configure Slack to indicate who is covering for each of your accounts
+- Use the [Delegate Tasks feature of `Time Off by Deel` in Slack](https://help.letsdeel.com/hc/en-gb/articles/11901927070737-How-To-Request-Time-Off-With-Deel-Plugin#h_01GNY1Q325CCDEMASHZCMMY4RS)
+ to indicate who is covering for each of your accounts
### Returning from PTO
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 2cff3765609..9e9704a6de7 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -14,11 +14,12 @@ information presented on this page.
### New non-emergency tickets
-For **many** ASE accounts, all new non-emergency tickets
-[will be automatically assigned to their ASE](../ase-workflows-and-standards/customer-onboarding.html#auto-assign-the-customers-tickets).
+For **many** ASE accounts, all new, non-emergency tickets
+[are automatically assigned to their ASE](../ase-workflows-and-standards/customer-onboarding.html#auto-assign-the-customers-tickets).
Check the org note that is automatically inserted into each ticket to determine
whether tickets for that account are automatically assigned, and how you can
-and should contribute to that ticket.
+The org note indicates whether the account's tickets are automatically assigned to the ASE.
+It also contains information about how you can contribute to the ticket.
See [what to do when the ASE is unavailable](#when-the-ase-is-unavailable) and
[what to do if they came in requesting a different region](#tickets-in-a-different-region).
@@ -63,33 +64,35 @@ breach before the ASE gets online then that means
## Covering for an ASE when they are absent
-When an ASE will be absent from work, they will need first to find one or more
+When an ASE is planning time off, they will first find one or more
other support engineers to take care of their accounts during their absence.
-The ASEs have a [workflow](../ase-workflows-and-standards/planning-pto-as-ASE.html)
-for arranging for coverage. Here's what covering for an ASE would mean for you:
+The ASEs use their [PTO planning workflow](../ase-workflows-and-standards/planning-pto-as-ASE.html)
+for arranging coverage. Here's what covering for an ASE means for you:
-- You would re-balance your workload to make room for the potential work with
- the ASE's accounts. Specifically, you would decrease your non-ASE ticket work
+- Balance your workload to make room for the potential work with
+ the ASE accounts. Specifically, decrease your non-ASE ticket work
by 25% for each account you cover.
- You would be responsible only for working tickets for the accounts, and not
for performing any proactive work, attenting any regularly-scheduled meetings,
- etc.
-- You would configure Zendesk to notify you upon receipt of each new ticket for
+You are responsible only for working tickets for the accounts, and not
+for doing any proactive work, attending any regularly-scheduled meetings,
+or doing other non-ticket work.
+- Configure Zendesk to notify you when new tickets are opened for
each account (the ASE will help you to do this).
-- You should expect to be pinged by the on-call team when any emergencies come
+- Expect to be pinged by the on-call team when any emergencies come
in for the accounts.
- If you will be covering two or more accounts, discuss with the ASE whether you
will need to get coverage for your scheduled on-call shifts. If the ASE is
confident that the accounts will be very quiet, you should be able to keep
your on-call shifts. Otherwise, find another support engineer to take them.
- You would review each account with the ASE before they depart:
- - for each active ticket, be sure you understand the progress-to-date and
- the next steps planned, and also add yourself to the CC list
- - ask the ASE to tell you who the customer contacts are, and how best to work
+ - For each active ticket, be sure you understand the history and
+ the next steps. Additionally, add yourself to the Cc list.
+ - ask the ASE to tell you who the important internal and external contacts are, and how best to work
with them
- - ask the ASE to summarize the account's GitLab environment and to point you
- to any available documents and issues that could be useful to you in working
- on tickets
-- When the ASE returns, you would meet with them to review the work you did on
- their behalf, and to transfer to them any tickets that arrived during their
- absence IF it makes sense to do so.
+ - Ask the ASE to summarize the account's GitLab environment and to share
+ any available document, issues, or other resources that are relevant for working
+ on tickets.
+- When the ASE returns, meet with them to review the work you did on
+ their behalf, and to transfer to them any tickets that were opened during their
+ absence as needed.
--
GitLab
From 9d137dc1cf68e68dd5ac177a814b8d05de2e4a70 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:24:44 +0000
Subject: [PATCH 05/10] Capitalize
---
.../working-with-ases/global-support-and-ases.md | 2 +-
1 file changed, 1 insertion(+), 1 deletion(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 9e9704a6de7..09f1b7523b0 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -88,7 +88,7 @@ or doing other non-ticket work.
- You would review each account with the ASE before they depart:
- For each active ticket, be sure you understand the history and
the next steps. Additionally, add yourself to the Cc list.
- - ask the ASE to tell you who the important internal and external contacts are, and how best to work
+ - Ask the ASE to tell you who the important internal and external contacts are, and how best to work
with them
- Ask the ASE to summarize the account's GitLab environment and to share
any available document, issues, or other resources that are relevant for working
--
GitLab
From 42e4b1a09e5c62f4d802b373556de44256b3a298 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:26:36 +0000
Subject: [PATCH 06/10] Remove duplicate line
---
.../working-with-ases/global-support-and-ases.md | 3 +--
1 file changed, 1 insertion(+), 2 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 09f1b7523b0..73513feffbc 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -18,8 +18,7 @@ For **many** ASE accounts, all new, non-emergency tickets
[are automatically assigned to their ASE](../ase-workflows-and-standards/customer-onboarding.html#auto-assign-the-customers-tickets).
Check the org note that is automatically inserted into each ticket to determine
whether tickets for that account are automatically assigned, and how you can
-The org note indicates whether the account's tickets are automatically assigned to the ASE.
-It also contains information about how you can contribute to the ticket.
+contribute.
See [what to do when the ASE is unavailable](#when-the-ase-is-unavailable) and
[what to do if they came in requesting a different region](#tickets-in-a-different-region).
--
GitLab
From d73aa5e4d06d209995d801f86bf1c0875bcccd03 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:27:01 +0000
Subject: [PATCH 07/10] Remove duplicate content
---
.../working-with-ases/global-support-and-ases.md | 4 +---
1 file changed, 1 insertion(+), 3 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 73513feffbc..15604c77113 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -73,9 +73,7 @@ for arranging coverage. Here's what covering for an ASE means for you:
by 25% for each account you cover.
- You would be responsible only for working tickets for the accounts, and not
for performing any proactive work, attenting any regularly-scheduled meetings,
-You are responsible only for working tickets for the accounts, and not
-for doing any proactive work, attending any regularly-scheduled meetings,
-or doing other non-ticket work.
+ or doing other non-ticket work.
- Configure Zendesk to notify you when new tickets are opened for
each account (the ASE will help you to do this).
- Expect to be pinged by the on-call team when any emergencies come
--
GitLab
From d2fda66edd0382ebd9755d29dcc249ee0124c1e7 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:27:40 +0000
Subject: [PATCH 08/10] Clarifies ASE responsibilities during an emergency
---
.../working-with-ases/global-support-and-ases.md | 2 ++
1 file changed, 2 insertions(+)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 15604c77113..18ef7ba990d 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -77,6 +77,8 @@ for arranging coverage. Here's what covering for an ASE means for you:
- Configure Zendesk to notify you when new tickets are opened for
each account (the ASE will help you to do this).
- Expect to be pinged by the on-call team when any emergencies come
+ in for the accounts. You don't have to take the emergency, but be
+ prepared to offer any information you have to help the on-call engineer.
in for the accounts.
- If you will be covering two or more accounts, discuss with the ASE whether you
will need to get coverage for your scheduled on-call shifts. If the ASE is
--
GitLab
From 8a537594309c76fb5f2af639578dc32b1f133eb9 Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:30:14 +0000
Subject: [PATCH 09/10] Simplifies plan for substitutes - no need to be on-call
---
.../working-with-ases/global-support-and-ases.md | 5 +----
1 file changed, 1 insertion(+), 4 deletions(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 18ef7ba990d..05e9a3f2915 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -80,10 +80,7 @@ for arranging coverage. Here's what covering for an ASE means for you:
in for the accounts. You don't have to take the emergency, but be
prepared to offer any information you have to help the on-call engineer.
in for the accounts.
-- If you will be covering two or more accounts, discuss with the ASE whether you
- will need to get coverage for your scheduled on-call shifts. If the ASE is
- confident that the accounts will be very quiet, you should be able to keep
- your on-call shifts. Otherwise, find another support engineer to take them.
+- If you will cover two or more accounts, please work with your manager to find another engineer to take over your on-call.
- You would review each account with the ASE before they depart:
- For each active ticket, be sure you understand the history and
the next steps. Additionally, add yourself to the Cc list.
--
GitLab
From 2953df93aa61c07a3f26a5d00299ad8244e3f79a Mon Sep 17 00:00:00 2001
From: Mike Dunninger <mdunninger@gitlab.com>
Date: Thu, 12 Dec 2024 00:30:43 +0000
Subject: [PATCH 10/10] Apply 1 suggestion(s) to 1 file(s)
Co-authored-by: Keelan Lang <klang@gitlab.com>
---
.../working-with-ases/global-support-and-ases.md | 2 +-
1 file changed, 1 insertion(+), 1 deletion(-)
diff --git a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
index 05e9a3f2915..f984618371e 100644
--- a/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
+++ b/content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/global-support-and-ases.md
@@ -81,7 +81,7 @@ for arranging coverage. Here's what covering for an ASE means for you:
prepared to offer any information you have to help the on-call engineer.
in for the accounts.
- If you will cover two or more accounts, please work with your manager to find another engineer to take over your on-call.
-- You would review each account with the ASE before they depart:
+- Review each account with the ASE before their absence:
- For each active ticket, be sure you understand the history and
the next steps. Additionally, add yourself to the Cc list.
- Ask the ASE to tell you who the important internal and external contacts are, and how best to work
--
GitLab