a51872d042
* Run script/new-versioning/update-not-fpt-conditionals.js * Fix a few things * Remove outdated versioning * Fix broken link Co-authored-by: jmarlena <6732600+jmarlena@users.noreply.github.com>
3.8 KiB
3.8 KiB
- Under "Your email address", type the email address associated with your {% data variables.product.product_name %} account.
- Under "Subject", type a descriptive title for your issue.
- Under "Description", provide any additional information that will help the {% data variables.contact.enterprise_support %} team troubleshoot the problem. Helpful information may include:
- Steps to reproduce the issue
- 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)
- Exact wording of error messages
- From the {% data variables.product.prodname_enterprise %} Product drop-down menu, select {% if currentVersion == "free-pro-team@latest" %}{% data variables.product.prodname_ghe_cloud %}{% else %}{% data variables.product.prodname_ghe_server %}{% endif %}.
- From the "Priority" drop-down menu, select the appropriate urgency. For more information, see "[Assigning a priority to a support ticket]{% if currentVersion == "free-pro-team@latest" %}(/articles/about-github-premium-support-for-github-enterprise-cloud#assigning-a-priority-to-a-support-ticket){% else %}(/enterprise/admin/guides/enterprise-support/about-github-enterprise-support#assigning-a-priority-to-a-support-ticket){% endif %}."
- Choose {% data variables.product.support_ticket_priority_urgent %} to report {% if currentVersion == "free-pro-team@latest" %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
- Choose {% data variables.product.support_ticket_priority_high %} to report issues impacting business operations, including {% if currentVersion == "free-pro-team@latest" %}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.
- Choose {% data variables.product.support_ticket_priority_normal %} to {% if currentVersion == "free-pro-team@latest" %}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.
- Choose {% data variables.product.support_ticket_priority_low %} to ask general questions and submit requests for new features, purchases, training, or health checks.{% if enterpriseServerVersions contains currentVersion %}
- From the "{% data variables.product.prodname_enterprise %} Series" drop-down menu, select the version of {% data variables.product.prodname_ghe_server %} you're using.
{% endif %} - From the "Global Region" drop-down menu, select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
- Click Add file, then attach the diagnostics file you downloaded to include diagnostics with your support ticket.
