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Update handbook support holiday macro

Lee Matos requested to merge lm-update-handbook-support-holiday-macro into master

This MR will close https://gitlab.com/gitlab-com/support/issues/343.

To be Mergeable the following should be complete:

  • A Zendesk macro that should essentially (i) acknowledge receipt of the ticket, (ii) apologize for delays that relate to national holiday in USA (or relevant area), (iii) something along the lines of "As a reminder, for non-emergency tickets, our SLA is next business day or 4 business hour SLA for Premium support customers; business hours are 8am-8pm ET on regular business days."
  • An update to the Support Handbook that describes how and when to use this macro.
  • A support team call agenda item that explains this change to the support team.

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