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

Why is this change being made?

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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

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• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
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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

@@ -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).
@@ -74,18 +73,15 @@ 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
+  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.
-- You would review each account with the ASE before they depart:
+- If you will cover two or more accounts, please work with your manager to find another engineer to take over your on-call.
+- 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