About ticket priorities
When you contact GitHub Support, you can choose a priority for the ticket:
- Low
- Normal
- High
- Urgent
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
Priority | Description | Examples |
---|---|---|
Urgent - Sev A | GitHub AE is inaccessible or failing entirely, and the failure directly impacts the operation of your business. After you file a support ticket, reach out to GitHub Support via phone. |
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High - Sev B | GitHub AE is failing in a production environment, with limited impact to your business processes, or only affecting certain customers. |
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Normal - Sev C | GitHub AE is experiencing limited or moderate issues and errors with GitHub AE, or you have general concerns or questions about the operation of GitHub AE. |
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Low - Sev D | GitHub AE is functioning as expected, however, you have a question or suggestion about GitHub AE that is not time-sensitive, or does not otherwise block the productivity of your team. |
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Ticket priorities for Advanced Security
Priority | Description |
---|---|
High | 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. |
Normal | Advanced Security is functioning inconsistently, causing impaired end user usage and productivity. |
Low | Advanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements. |