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

About ticket priorities

When you contact {% data variables.contact.github_support %}, you can 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 %}

{% 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_dotcom_the_website %} 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_dotcom_the_website %}, or you have general concerns or questions about your organization or enterprise.	Questions about using APIs and features for your organization or enterprise 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 {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about configuring third-party integrations from your instance 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 %} {% ifversion ghae %}

Priority	Description	Examples
{% data variables.product.support_ticket_priority_urgent %} - Sev A	{% data variables.product.product_name %} is inaccessible or failing entirely, and the failure directly impacts the operation of your business. After you file a support ticket, reach out to {% data variables.contact.github_support %} via phone.	Errors or outages that affect core Git or web application functionality for all users Severe network or performance degradation for majority of users Full or rapidly filling storage Known security incidents or a breach of access
{% data variables.product.support_ticket_priority_high %} - Sev B	{% data variables.product.product_name %} is failing in a production environment, with limited impact to your business processes, or only affecting certain customers.	Performance degradation that reduces productivity for many users Reduced redundancy concerns from failures or service degradation Production-impacting bugs or errors {% data variables.product.product_name %} configuration security concerns
{% data variables.product.support_ticket_priority_normal %} - Sev C	{% data variables.product.product_name %} is experiencing limited or moderate issues and errors with {% data variables.product.product_name %}, or you have general concerns or questions about the operation of {% data variables.product.product_name %}.	Advice on using {% ifversion fpt or ghec %}{% data variables.product.prodname_dotcom %}{% else %}{% data variables.product.product_name %}{% endif %} APIs and features, or questions about integrating business workflows Issues with user tools and data collection methods Upgrades Bug reports, general security questions, or other feature related questions
{% data variables.product.support_ticket_priority_low %} - Sev D	{% data variables.product.product_name %} is functioning as expected, however, you have a question or suggestion about {% data variables.product.product_name %} that is not time-sensitive, or does not otherwise block the productivity of your team.	Feature requests and product feedback General questions on overall configuration or use of {% data variables.product.product_name %} Notifying {% data variables.contact.github_support %} of any planned changes

{% endif %}

Ticket priorities 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.

Further reading

• "AUTOTITLE"