4.4 KiB
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 |
|
|
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 %}