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@@ -10,19 +10,53 @@ topics:
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- Support
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---
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When you contact {% data variables.contact.enterprise_support %}, you can choose one of {% ifversion ghes or ghae %}four{% else %}three{% endif %} priorities for the ticket: {% ifversion ghes or ghae %}{% data variables.product.support_ticket_priority_urgent %},{% endif %} {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}.
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## About ticket priorities
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{% ifversion ghes or ghae %}
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When you contact {% data variables.contact.github_support %}, you can choose a priority for the ticket:
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- {% data variables.product.support_ticket_priority_low %}
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- {% data variables.product.support_ticket_priority_normal %}
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- {% data variables.product.support_ticket_priority_high %}
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- {% data variables.product.support_ticket_priority_urgent %} {% ifversion ghec %}([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only){% endif %}
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{% data reusables.support.zendesk-old-tickets %}
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{% data reusables.support.github-can-modify-ticket-priority %}
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## Ticket priorities
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{% ifversion ghec %}
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| Priority | Description | Examples |
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| :---: | --- | --- |
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| {% data variables.product.support_ticket_priority_urgent %}<br><br>([{% data variables.contact.premium_support %}](/support/learning-about-github-support/about-github-premium-support) only) | Production workflows for your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. | <ul><li>Errors or outages on {% data variables.product.prodname_dotcom_the_website %} affect core Git or web application functionality for all members of your organization or enterprise</li></ul> |
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| {% data variables.product.support_ticket_priority_high %} | Account or security issues with your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are causing limited impact to your business. | <ul><li>An organization or enterprise owner has unintentionally deleted an organization</li><li>An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment</li></ul> |
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| {% data variables.product.support_ticket_priority_normal %} | Members of your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} are experiencing limited or moderate issues with {% data variables.product.prodname_dotcom_the_website %}, or you have general concerns or questions about your organization or enterprise. | <ul><li>Questions about using APIs and features for your organization or enterprise</li><li>Issues with tools for organization data migration that {% data variables.product.company_short %} provides</li><li>Features related to your organization or enterprise not working as expected</li><li>General security questions about your organization or enterprise</li></ul> |
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| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about your organization or enterprise on {% data variables.product.prodname_ghe_cloud %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Excessive resource usage for your organization or enterprise</li><li>Requests for health checks</li><li>Help with using Gists, notifications, wikis, {% data variables.product.prodname_pages %}, {% data variables.product.prodname_desktop %}, or other peripheral services or features with your organization or enterprise</li><li>Feature requests</li><li>Product feedback</li></ul> |
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{% endif %}
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{% ifversion ghes %}
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## Ticket priority for {% data variables.product.prodname_ghe_server %}
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| Priority | Description | Examples |
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| :---: | --- | --- |
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| {% data variables.product.support_ticket_priority_urgent %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, and the failure directly impacts the operation of your business.<br/><br/>_{% data reusables.support.priority-urgent-english-only %}_ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Inability to install a renewed license file</li><li>Security incident</li><li>Loss of administrative access to the instance with no known workaround</li><li>Failure to restore a backup to a production environment</li></ul> |
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| {% data variables.product.support_ticket_priority_high %} | {% data variables.product.prodname_ghe_server %} is failing in a production environment, but impact on your business is limited. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy from failure of High Availability (HA) or cluster nodes</li><li>Failure to back up instance</li><li>Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment</li></ul> |
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| {% data variables.product.support_ticket_priority_normal %} | You're experiencing limited or moderate issues with {% data variables.product.prodname_ghe_server %}, or you have general concerns or questions about the operation of your instance. | <ul><li>Problems in a test or staging environment</li><li>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about configuring third-party integrations from your instance</li><li>Issues with tools for user data migration that {% data variables.product.company_short %} provides</li><li>Upgrades</li><li>Bug reports</li><li>Features not working as expected</li><li>General security questions</li></ul> |
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| {% data variables.product.support_ticket_priority_low %} | You have a question or suggestion about {% data variables.product.prodname_ghe_server %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Feature requests</li><li>Product feedback</li><li>Requests for health checks (available for customers with a {% data variables.product.premium_support_plan %} only at this time)</li><li>Notifying {% data variables.product.company_short %} of planned maintenance on your instance</li></ul> |
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{% data reusables.support.ghes-priorities %}
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{% endif %}
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{% ifversion ghae %}
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## Ticket priority for {% data variables.product.prodname_advanced_security %}
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| Priority | Description | Examples |
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| :---: | --- | --- |
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| {% data variables.product.support_ticket_priority_urgent %} - Sev A | {% data variables.product.product_name %} is inaccessible or failing entirely, and the failure directly impacts the operation of your business.<br/><br/>_After you file a support ticket, reach out to {% data variables.contact.github_support %} via phone._ | <ul><li>Errors or outages that affect core Git or web application functionality for all users</li><li>Severe network or performance degradation for majority of users</li><li>Full or rapidly filling storage</li><li>Known security incidents or a breach of access</li></ul> |
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| {% data variables.product.support_ticket_priority_high %} - Sev B | {% data variables.product.product_name %} is failing in a production environment, with limited impact to your business processes, or only affecting certain customers. | <ul><li>Performance degradation that reduces productivity for many users</li><li>Reduced redundancy concerns from failures or service degradation</li><li>Production-impacting bugs or errors</li><li>{% data variables.product.product_name %} configuration security concerns</li></ul> |
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| {% data variables.product.support_ticket_priority_normal %} - Sev C | {% data variables.product.product_name %} is experiencing limited or moderate issues and errors with {% data variables.product.product_name %}, or you have general concerns or questions about the operation of {% data variables.product.product_name %}. | <ul><li>Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about integrating business workflows</li><li>Issues with user tools and data collection methods</li><li>Upgrades</li><li>Bug reports, general security questions, or other feature related questions</li> |
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| {% data variables.product.support_ticket_priority_low %} - Sev D| {% data variables.product.product_name %} is functioning as expected, however, you have a question or suggestion about {% data variables.product.product_name %} that is not time-sensitive, or does not otherwise block the productivity of your team. | <ul><li>Feature requests and product feedback</li><li>General questions on overall configuration or use of {% data variables.product.product_name %}</li><li>Notifying {% data variables.contact.github_support %} of any planned changes</li></ul> |
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{% endif %}
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## Ticket priorities for {% data variables.product.prodname_advanced_security %}
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| Priority | Description |
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| :---: | --- |
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@@ -30,50 +64,6 @@ When you contact {% data variables.contact.enterprise_support %}, you can choose
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| {% data variables.product.support_ticket_priority_normal %} | {% data variables.product.prodname_advanced_security %} is functioning inconsistently, causing impaired end user usage and productivity. |
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| {% 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.|
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{% elsif ghae %}
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{% data reusables.support.ghae-priorities %}
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{% endif %}
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{% elsif ghec %}
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<!-- /github/working-with-github-support/github-enterprise-cloud-support.md -->
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{% data reusables.support.zendesk-old-tickets %}
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You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.
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Questions that qualify for priority responses:
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- Include questions related to your inability to access or use {% data variables.product.prodname_dotcom %}'s core version control functionality
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- Include situations related to your account security
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- Do not include peripheral services and features, such as questions about Gists, {% data variables.product.prodname_pages %}, or email notifications
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- Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
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To qualify for a priority response, you must:
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- Submit your question to [{% data variables.contact.enterprise_support %}](https://support.github.com/contact?tags=docs-generic) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
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- Submit a new support ticket for each individual priority situation
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- Submit your question from Monday-Friday in your local time zone
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- Understand that the response to a priority question will be received via email
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- Cooperate with {% data variables.contact.github_support %} and provide all of the information that {% data variables.contact.github_support %} asks for
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{% note %}
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**Note:** Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.
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{% endnote %}
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The target eight-hour response time:
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- Begins when {% data variables.contact.github_support %} receives your qualifying question
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- Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
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- Does not apply on weekends in your local timezone or local holidays in your jurisdiction
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{% note %}
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**Note:** {% data variables.contact.github_support %} does not guarantee a resolution to your priority question. {% data variables.contact.github_support %} may escalate or deescalate issues to or from priority question status, based on our reasonable evaluation of the information you give to us.
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{% endnote %}
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{% endif %}
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## Further reading
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- "[AUTOTITLE](/support/contacting-github-support/creating-a-support-ticket)"
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docs-bot