Skip to main content

About ticket priority

Support tickets are assigned a priority based on the circumstances of the issue and impact to you and your team.

About ticket priorities

When you contact GitHub Support, GitHub will choose a priority for the ticket:

  • Low
  • Normal
  • High
  • Urgent

Note: If you have previously contacted GitHub Enterprise Support through the GitHub Enterprise Support portal, which is now deprecated, you should use the GitHub Support portal to open new tickets. You can still view your past tickets at https://enterprise.githubsupport.com.

Ticket priority helps to ensure that support requests are handled in order, and according to their circumstances and impact.

GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.

Ticket priorities

PriorityDescriptionExamples
UrgentGitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business.

Support for tickets with Urgent priority is only available in the English language.
  • Errors or outages that affect core Git or web application functionality for all users
  • Severe performance degradation for majority of users
  • Full or rapidly filling storage
  • Inability to install a renewed license file
  • Security incident
  • Loss of administrative access to the instance with no known workaround
  • Failure to restore a backup to a production environment
HighGitHub Enterprise Server is failing in a production environment, but impact on your business is limited.
  • Performance degradation that reduces productivity for many users
  • Reduced redundancy from failure of High Availability (HA) or cluster nodes
  • Failure to back up instance
  • Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment
NormalYou're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.
  • Problems in a test or staging environment
  • Advice on using GitHub Enterprise Server APIs and features including rate limits, or questions about configuring third-party integrations from your instance
  • Issues with tools for user data migration that GitHub provides
  • Upgrades
  • Bug reports
  • Features not working as expected
  • General security questions
LowYou have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.
  • Feature requests
  • Product feedback
  • Requests for health checks (available for customers with a Premium plan only at this time)
  • Notifying GitHub of planned maintenance on your instance

Ticket priorities for Advanced Security

PriorityDescription
HighAdvanced Security is not functioning or is stopped or severely impacted such that the end user cannot reasonably continue use of the software and no workaround is available.
NormalAdvanced Security is functioning inconsistently, causing impaired end user usage and productivity.
LowAdvanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.

Ticket priorities for Actions Runner Controller (ARC)

PriorityDescriptionExamples
UrgentIssues that critically impact the functionality of GitHub-supported ARC in an existing production environment.ARC fails to create pods/start job/remove pods, or ARC has a significant bug affecting production and a rollback is not possible.
HighIssues that affect the performance of GitHub-supported ARC in an existing production environment but do not result in a complete system failure.Delays in pod termination or assignment of jobs to pods, where the delay is not in line with expectations but does not entirely halt the workflow.
Normal / LowAny other minor issues not classified as Urgent or High should be directed to the open source Actions Runner Controller repository issues/discussions.Customization, performance analysis, initial setup.

For more information about what GitHub Support can assist with, see About support for Actions Runner Controller.

If you are uncertain if the issue is out of scope, contact GitHub Support and we're happy to help you determine the best way to proceed.

Further reading