When you contact GitHub Support, you can choose a priority for the ticket:
Note: If you have previously contacted GitHub Enterprise Support through the GitHub Enterprise Support portal, which is now deprecated, you should use the GitHub Support portal to open new tickets. You can still view your past tickets at https://enterprise.githubsupport.com.
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.
|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.|
|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.|