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.
Ticket priority for GitHub Enterprise Server
|Urgent||GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business.|
Support for tickets with Urgent priority is only available in the English language.
|High||GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.|
|Normal||You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.|
|Low||You have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.|
Ticket priority for Advanced Security
|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.|