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

title, intro, shortTitle, versions, topics

title	intro	shortTitle	versions	topics
About ticket priority	You can communicate the severity of your issue and how it is affecting you and your team by setting the priority of your support ticket.	Ticket priority	ghec ghes ghae * * *	Support

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 %}.

{% ifversion ghes or ghae %}

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

{% ifversion ghes %}

Ticket priority for {% data variables.product.prodname_ghe_server %}

{% data reusables.support.ghes-priorities %}

Ticket priority for {% data variables.product.prodname_advanced_security %}

Priority	Description
{% data variables.product.support_ticket_priority_high %}	{% data variables.product.prodname_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.
{% 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.

{% elsif ghae %} {% data reusables.support.ghae-priorities %} {% endif %}

{% elsif ghec %}

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

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 %}.

Questions that qualify for priority responses:

• Include questions related to your inability to access or use {% data variables.product.prodname_dotcom %}'s core version control functionality
• Include situations related to your account security
• Do not include peripheral services and features, such as questions about Gists, {% data variables.product.prodname_pages %}, or email notifications
• Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}

To qualify for a priority response, you must:

• Submit your question to {% data variables.contact.enterprise_support %} from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
• Submit a new support ticket for each individual priority situation
• Submit your question from Monday-Friday in your local time zone
• Understand that the response to a priority question will be received via email
• Cooperate with {% data variables.contact.github_support %} and provide all of the information that {% data variables.contact.github_support %} asks for

{% note %}

Note: Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.

{% endnote %}

The target eight-hour response time:

• Begins when {% data variables.contact.github_support %} receives your qualifying question
• Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
• Does not apply on weekends in your local timezone or local holidays in your jurisdiction

{% note %}

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.

{% endnote %}

{% endif %}

Further reading

• "Creating a support ticket"