You can mark a ticket as urgent when your GitHub production system is down or in an unusable state.
- Navigate to the GitHub Enterprise support site.
Click Open a support ticket.
Optionally, you can sign in to the support portal. In the upper-right corner of the page, click Sign in.
Under "Your email address," type an email address associated with your GitHub Enterprise account.
Under "Subject," type a descriptive title for the issue you are having.
Under "Description," provide any additional information that will help the support team troubleshoot the problem.
Use the Severity drop-down menu, and select the appropriate level of urgency.
- Choose Urgent to report fatal system failures, outages impacting critical system operations, security breaches, and expired licenses.
- Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
- Choose Moderate to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
- Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
For Urgent and High severity tickets, you will be able to select the number of users impacted. Use the Number of Users Impacted drop-down menu, and click the amount of affected users.
To include diagnostics with your support ticket, click Add file, then attach the output file from https://[hostname]/setup/diagnostics.
Select the box next to "I'm not a robot," and follow any instructions to verify you are human.
- To create your support ticket, click Submit.
Viewing past tickets
- Navigate to the GitHub Enterprise support site.
Click View your tickets.
