When you contact GitHub Enterprise Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.
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.
|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.
|High - Sev B||GitHub AE is failing in a production environment, with limited impact to your business processes, or only affecting certain customers.|
|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.|
|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.|