When you contact GitHub Support, GitHub will choose a priority for the ticket:
- Urgent (GitHub Premium Support only)
Ticket priority helps to ensure that support requests are handled in order, and according to their circumstances and impact.
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.
(GitHub Premium Support only)
|Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business.
|Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.
|Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise.
|You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team.
|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.
|Advanced Security is functioning inconsistently, causing impaired end user usage and productivity.
|Advanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.