About ticket priorities
When you contact GitHub Support, GitHub will choose a priority for the ticket:
- Low
- Normal
- High
- 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.
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 Enterprise Cloud, 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 GitHub Advanced Security features
All tickets regarding security features follow this logic for ticket prioritization.
| Priority | Description |
|---|---|
| High | A feature 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 | A feature is functioning inconsistently, causing impaired end user usage and productivity. |
| Low | A feature is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements. |
Ticket priorities for Actions Runner Controller (ARC)
| Priority | Description | Examples |
|---|---|---|
| Urgent (GitHub Premium Support only) | Issues that critically impact the functionality of GitHub-supported ARC in an existing production environment. This excludes disruptions caused by Kubernetes components, missing dependencies, third-party software (such as proxy servers), or other changes made by your teams. | ARC fails to create pods/start job/remove pods, or ARC has a significant bug affecting production and a rollback is not possible. |
| High | Issues that affect the performance of GitHub-supported ARC in an existing production environment but do not result in a complete system failure. | Delays in pod termination or assignment of jobs to pods, where the delay is not in line with expectations but does not entirely halt the workflow. |
| Normal / Low | Any other minor issues not classified as Urgent or High should be directed to the open source Actions Runner Controller repository issues/discussions. | Customization, performance analysis, initial setup. |
For more information about what GitHub Support can assist with, see About support for Actions Runner Controller.
If you are uncertain if the issue is out of scope, contact GitHub Support and we're happy to help you determine the best way to proceed.