jprdonnelly/docs
1
0
Fork 0
mirror of synced 2025-12-19 18:10:59 -05:00
Code Issues Projects Releases Wiki Activity

Update support ticket priorities with ARC ticket priorities (#49264)

Browse Source 
Co-authored-by: Joe Clark <31087804+jc-clark@users.noreply.github.com>
This commit is contained in:
Kynan Ware
2024-02-26 12:46:46 -07:00
committed by GitHub
parent ccade46da3
commit 39e0b26dc6
1 changed files with 16 additions and 0 deletions
Download Patch File Download Diff File Expand all files Collapse all files

16
content/support/learning-about-github-support/about-ticket-priority.md
View File

@@ -55,6 +55,22 @@ Ticket priority helps to ensure that support requests are handled in order, and
| {% data variables.product.support_ticket_priority_normal %} | {% data variables.product.prodname_advanced_security %} is functioning inconsistently, causing impaired end user usage and productivity. |
| {% data variables.product.support_ticket_priority_low %} | {% data variables.product.prodname_advanced_security %} is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.|
{% ifversion ghes != 3.8 %}
## Ticket priorities for {% data variables.product.prodname_actions_runner_controller %} (ARC)
| Priority | Description | Examples |
| :---: | --- | --- |
| {% data variables.product.support_ticket_priority_urgent %}{% ifversion ghec %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only){% endif %} | Issues that critically impact the functionality of GitHub-supported ARC in an existing production environment. | ARC fails to create pods/start job/remove pods, or ARC has a significant bug affecting production and a rollback is not possible. |
| {% data variables.product.support_ticket_priority_high %} | Issues that affect the performance of {% data variables.product.prodname_dotcom %}-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. |
| {% data variables.product.support_ticket_priority_normal %} / {% data variables.product.support_ticket_priority_low %} | Any other minor issues not classified as {% data variables.product.support_ticket_priority_urgent %} or {% data variables.product.support_ticket_priority_high %} should be directed to [the open source {% data variables.product.prodname_actions_runner_controller %} repository](https://github.com/actions/actions-runner-controller) issues/discussions. | Customization, performance analysis, initial setup. |
For more information about what {% data variables.contact.github_support %} can assist with, see [AUTOTITLE](/actions/hosting-your-own-runners/managing-self-hosted-runners-with-actions-runner-controller/about-support-for-actions-runner-controller).
If you are uncertain if the issue is out of scope, contact {% data variables.contact.contact_support_page %} and we're happy to help you determine the best way to proceed.
{% endif %}
## Further reading
- "[AUTOTITLE](/support/contacting-github-support/creating-a-support-ticket)"