About ticket priorities
When you contact GitHub Support, you can choose a priority for the ticket:
- Low
- Normal
- High
- Urgent (GitHub Premium Support only)
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 (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. |
|
High | Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business. |
|
Normal | 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. |
|
Low | 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. |
|
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. |