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Co-authored-by: Rachel Whitton <[email protected]>

source/releasenotes/2024-09-09-emergency-ticket-workspace-phase1.md

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+---
+title: '"On-call help" renamed to "Emergency ticket" (workspace level support)'
+published_date: "2024-09-09"
+categories: [user-interface]
+---
+
+In our ongoing commitment to enhance the clarity of our support options, we are renaming Pantheon's '**On-call help**' to '**Emergency ticket**.' This phased rollout will first impact support at the workspace level, with changes to site-level support coming in the next phase.
+
+For users accessing support from the site level, you will still see 'On-call help' for now. Rest assured, this is simply a name change, and it does not impact the scope of our service. The same level of support will continue to be provided.
+
+### Emergency ticket
+Available exclusively to Platinum and Diamond customers, this option is for business-critical issues requiring immediate attention. Emergency tickets are escalated directly to our Support team, including during off-hours, ensuring a rapid response and resolution.
+
+### General support ticket
+Available to Gold, Platinum, and Diamond customers for other support needs. Gold customers should use this option for site downtime or urgent issues, which will be handled promptly.
+Learn more about [support features for different account tiers](/guides/support/#support-features-and-response-times).
+
+![Emergency ticket workspace phase 1 image](../images/emergency-ticket-workspace-phase1.png)