74a679dc51
Co-authored-by: Laura Coursen <lecoursen@github.com> Co-authored-by: Evan Bonsignori <ebonsignori@github.com>
46 lines
4.6 KiB
Markdown
46 lines
4.6 KiB
Markdown
1. Select the **Account or organization** dropdown menu and click the name of the account your support ticket is regarding.
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1. Select the **From** drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
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{%- ifversion ghec or ghes %}
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1. Select the **Product** dropdown menu and click {% ifversion ghes %}**GitHub Enterprise Server (self-hosted)**{% else %}**GitHub Enterprise Cloud**{% endif %}.
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{% ifversion ghec %}{% else %}{% endif %}
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{%- endif %}
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{%- ifversion ghes %}
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1. If prompted, select the **Server installation** dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click **Other**.
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{%- endif %}
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{%- ifversion ghes %}
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1. Select the **Release series** dropdown menu and click the release {% data variables.location.product_location_enterprise %} is running.
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{%- endif %}
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{%- ifversion ghes or ghec %}
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1. Select the **Priority** dropdown menu and click the appropriate urgency. For more information, see "[About ticket priority](/support/learning-about-github-support/about-ticket-priority)."
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{%- endif %}
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{%- ifversion ghes %}
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- Choose **{% data variables.product.support_ticket_priority_urgent %}** to report {% ifversion fpt or ghec %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
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- Choose **{% data variables.product.support_ticket_priority_high %}** to report issues impacting business operations, including {% ifversion fpt or ghec %}removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations{% else %}system performance issues{% endif %}, or to report critical bugs.
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- Choose **{% data variables.product.support_ticket_priority_normal %}** to {% ifversion fpt or ghec %}request account recovery or spam unflagging, report user login issues{% else %}make technical requests like configuration changes and third-party integrations{% endif %}, and to report non-critical bugs.
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- Choose **{% data variables.product.support_ticket_priority_low %}** to ask general questions and submit requests for new features, purchases, training, or health checks.
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{%- endif %}
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{%- ifversion ghes or ghec %}
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1. Optionally, if your account includes {% data variables.contact.premium_support %} and your ticket is {% ifversion ghes %}urgent or high{% elsif ghec %}high{% endif %} priority, you can request a callback in English. Select **Request a callback from GitHub Support**, select the country code dropdown menu to choose your country, and enter your phone number.
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{%- endif %}
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1. Under "Subject", type a descriptive title for the issue you're having.
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1. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message.
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Helpful information may include:
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- Steps to reproduce the issue
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- Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
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- Exact wording of error messages
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{% indented_data_reference reusables.repositories.anyone-can-view-anonymized-url spaces=3 %}
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{%- ifversion ghes %}
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1. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
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{%- endif %}
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1. Click **Send request**.
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