docs/content/support/learning-about-github-support/about-ticket-priority.md

title, intro, shortTitle, versions, topics

title	intro	shortTitle	versions	topics
About ticket priority	Support tickets are assigned a priority based on the circumstances of the issue and impact to you and your team.	Ticket priority	ghec ghes * *	Support

About ticket priorities

When you contact {% data variables.contact.github_support %}, {% data variables.product.company_short %} will choose a priority for the ticket:

• {% data variables.product.support_ticket_priority_low %}
• {% data variables.product.support_ticket_priority_normal %}
• {% data variables.product.support_ticket_priority_high %}
• {% data variables.product.support_ticket_priority_urgent %} {% ifversion ghec %}({% data variables.contact.premium_support %} only){% endif %}

{% data reusables.support.zendesk-old-tickets %}

Ticket priority helps to ensure that support requests are handled in order, and according to their circumstances and impact.

{% data reusables.support.github-can-modify-ticket-priority %}

Ticket priorities

{% ifversion ghec %}

Priority	Description	Examples
{% data variables.product.support_ticket_priority_urgent %} ({% data variables.contact.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.	Errors or outages on {% data variables.product.prodname_ghe_cloud %} affect core Git or web application functionality for all members of your organization or enterprise
{% 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.	An organization or enterprise owner has unintentionally deleted an organization An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment
{% 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_ghe_cloud %}, or you have general concerns or questions about your organization or enterprise.	Questions about using APIs and features for your organization or enterprise, including rate limits API request failures due to rate limits Issues with tools for organization data migration that {% data variables.product.company_short %} provides Features related to your organization or enterprise not working as expected General security questions about your organization or enterprise
{% 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.	Excessive resource usage for your organization or enterprise Requests for health checks 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 Feature requests Product feedback

{% endif %} {% ifversion ghes %}

Priority	Description	Examples
{% 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. {% data reusables.support.priority-urgent-english-only %}	Errors or outages that affect core Git or web application functionality for all users Severe performance degradation for majority of users Full or rapidly filling storage Inability to install a renewed license file Security incident Loss of administrative access to the instance with no known workaround Failure to restore a backup to a production environment
{% 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.	Performance degradation that reduces productivity for many users Reduced redundancy from failure of High Availability (HA) or cluster nodes Failure to back up instance Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment
{% 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.	Problems in a test or staging environment Advice on using {% data variables.product.prodname_ghe_server %} APIs and features including rate limits, or questions about configuring third-party integrations from your instance API request failures due to rate limits Issues with tools for user data migration that {% data variables.product.company_short %} provides Upgrades Bug reports Features not working as expected General security questions
{% 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.	Feature requests Product feedback Requests for health checks (available for customers with a {% data variables.product.premium_support_plan %} only at this time) Notifying {% data variables.product.company_short %} of planned maintenance on your instance

{% endif %}

Ticket priorities for {% data variables.product.prodname_GHAS %} features

All tickets regarding security features follow this logic for ticket prioritization.

Priority	Description
{% data variables.product.support_ticket_priority_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.
{% data variables.product.support_ticket_priority_normal %}	A feature is functioning inconsistently, causing impaired end user usage and productivity.
{% data variables.product.support_ticket_priority_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 {% data variables.product.prodname_actions_runner_controller %} (ARC)

Priority	Description	Examples
{% data variables.product.support_ticket_priority_urgent %}{% ifversion ghec %} ({% data variables.contact.premium_support %} only){% endif %}	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.
{% data variables.product.support_ticket_priority_high %}	Issues that affect the performance of {% data variables.product.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.
{% 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 issues/discussions.	Customization, performance analysis, initial setup.

For more information about what {% data variables.contact.github_support %} can assist with, see AUTOTITLE.

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.

Further reading

• AUTOTITLE