About ticket priority

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.	Errors or outages that affect core Git or web application functionality for all users Severe network or performance degradation for majority of users Full or rapidly filling storage Known security incidents or a breach of access
High - Sev B	GitHub AE is failing in a production environment, with limited impact to your business processes, or only affecting certain customers.	Performance degradation that reduces productivity for many users Reduced redundancy concerns from failures or service degradation Production-impacting bugs or errors GitHub AE configuration security concerns
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.	Advice on using GitHub AE APIs and features including rate limits, or questions about integrating business workflows Issues with user tools and data collection methods Upgrades Bug reports, general security questions, or other feature related questions
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.	Feature requests and product feedback General questions on overall configuration or use of GitHub AE Notifying GitHub Support of any planned changes

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.

Further reading

• "Creating a support ticket"