diff --git a/doc/administration/dedicated/index.md b/doc/administration/dedicated/index.md
index 05a241b65dc8574b1fde01b051e88cd6539a6544..ae296f160255b19ed6195d3a7daf3fd15ad8c791 100644
--- a/doc/administration/dedicated/index.md
+++ b/doc/administration/dedicated/index.md
@@ -83,10 +83,11 @@ In an event of a platform outage, degradation or a security event requiring urge
 emergency maintenance will be carried out per
 [the emergency change processes](https://about.gitlab.com/handbook/engineering/infrastructure/emergency-change-processes/).
 
-The emergency maintenance is initiated urgently when urgent actions need to be executed by GitLab
-on a Dedicated tenant instance.
-Communication with the customer will be provided on best effort basis prior to commencing the
-maintenance, and full communication will follow after the immediate action is carried out.
+The emergency maintenance is initiated when urgent actions need to be executed by GitLab on a
+Dedicated tenant instance. Communication with the customer will be provided on best effort basis
+prior to commencing the maintenance, and full communication will follow after the immediate action
+is carried out. The GitLab Support Team will create a new ticket and send a message to the email
+addresses of the users listed in Switchboard during [onboarding](#onboarding-to-gitlab-dedicated-using-switchboard).
 
 For example, when a critical security process is initiated to address an S1 vulnerability in GitLab,
 emergency maintenance is carried out to upgrade GitLab to the non-vulnerable version and that