When you contact GitHub Support, GitHub will choose a priority for the ticket:
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.
|GitHub 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.
|GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.
|You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.
|You have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.
|Advanced 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.
|Advanced Security is functioning inconsistently, causing impaired end user usage and productivity.
|Advanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.
|Issues 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.
|Issues 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 / Low
|Any 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.