Preparing to submit a ticket

Before submitting a ticket, you should:

• Obtain information that can help GitHub Support track, prioritize, reproduce, or investigate the incident.
• Reproduce the incident if applicable and be prepared to share the steps.
• Be prepared to provide a full description of the issue and expected results.
• Copy exact wording of all error messages related to your issue.
• Determine if there is an existing incident number in any ongoing communications with GitHub Support.
• Determine the best person to contact GitHub Support.

For more information, see "Submitting a ticket."

Choosing a contact person

Especially for urgent incidents, the person contacting GitHub Support should:

• Be knowledgeable in your internal systems, tools, policies, and practices.
• Be a proficient user of GitHub Enterprise Server.
• Have full access and permissions to any services that are required to troubleshoot the incident.
• Be authorized to make the recommended changes to your network and any applicable products.