Full draft of working with ASEs and a related update to ASE PTO planning

Why is this change being made?

Provide a detailed answer to the question on why this change is being proposed, in accordance with our value of Transparency.

Please add the details saying why, not just what in this section. Example: We have discussed the topic in Slack - (copy of Slack conversation). The current process is not efficient, this MR makes the description of X more clear, and helps move Y forward.

This MR contains my proposed page for explaining how non-ASEs can work with ASEs and their accounts. It also contains an updated version of the PTO Planning page based to align correctly with the other page.

I ask that current ASEs ( @klang , @harishsr , @ulisesf , @tmarsh1 and @dkua1 ) review the MR and offer suggestions to make the standards proposed here align well with the best practices they use, or think we should all use.

Author and Reviewer Checklist

Please verify the check list and ensure to tick them off before the MR is merged.

• Provided a concise title for this Merge Request (MR)
• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
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• Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
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• For transparency, share this MR with the audience that will be impacted.
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Commits

• Full draft of working with ASEs and a related update to ASE PTO planning

---

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