About ticket priority

About ticket priorities

When you contact GitHub Support, GitHub will choose a priority for the ticket:

• Low
• Normal
• High
• Urgent

Ticket priority helps to ensure that support requests are handled in order, and according to their circumstances and impact.

GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.

Scope of Support

Please note that GitHub Support can only assist with issues that fall within GitHub's Scope of Support. Requests related to out-of-scope areas, such as third-party integration issues, custom scripts, or unsupported platforms, cannot be prioritized or addressed by GitHub Support.

GitHub Support does not provide support for discontinued GitHub Enterprise Server releases. If you're running a discontinued release, please upgrade to a supported version before opening a support ticket so we can help you effectively. See Overview of the upgrade process.

For more details and examples of what is considered out of scope for GitHub Support, see GitHub's Scope of Support documentation. If your request falls outside this scope, please refer to the relevant third-party’s support resources, community forums, or consult GitHub Expert Services.

Ticket priorities

Priority	Description	Examples
Urgent	GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business. Support for tickets with Urgent priority is only available in the English language.	Errors or outages that affect core Git or web application functionality for all users Severe performance degradation for majority of users Authentication issues impacting the majority of existing users on your appliance 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
High	GitHub Enterprise 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 Unable to SCIM provision users or groups
Normal	You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.	Problems in a test or staging environment Advice on using GitHub Enterprise Server APIs and features including rate limits, or questions about configuring third-party integrations from your instance API request failures due to rate limits Issues with tools for user data migration that GitHub provides Upgrades Bug reports Features not working as expected General security questions
Low	You have a question or suggestion about GitHub Enterprise 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 Premium plan only at this time) Notifying GitHub of planned maintenance on your instance

Ticket priorities for GitHub Advanced Security features

All tickets regarding security features follow this logic for ticket prioritization.

Priority	Description
High	A feature 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.
Normal	A feature is functioning inconsistently, causing impaired end user usage and productivity.
Low	A feature is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.

Ticket priorities for Actions Runner Controller (ARC)

Priority	Description	Examples
Urgent	Issues that critically impact the functionality of GitHub-supported ARC in an existing production environment. This excludes disruptions caused by Kubernetes components, missing dependencies, third-party software (such as proxy servers), or other changes made by your teams.	ARC fails to create pods/start job/remove pods, or ARC has a significant bug affecting production and a rollback is not possible.
High	Issues that affect the performance of GitHub-supported ARC in an existing production environment but do not result in a complete system failure.	Delays in pod termination or assignment of jobs to pods, where the delay is not in line with expectations but does not entirely halt the workflow.
Normal / Low	Any other minor issues not classified as Urgent or High should be directed to the open source Actions Runner Controller repository issues/discussions.	Customization, performance analysis, initial setup.

For more information about what GitHub Support can assist with, see Support for Actions Runner Controller.

Ticket priorities for GitHub Copilot

Tickets about Copilot are prioritized according to the scope and impact of the issue, as described below. Critical platform errors or outages and widespread authentication failures follow the same criteria as other GitHub Enterprise Cloud issues. Platform-level outages are handled through GitHub's incident process and reflected on githubstatus.com.

Priority	Description	Examples
Urgent (GitHub Premium Support only)	Critical GitHub service errors or outages prevent your organization or enterprise from using Copilot. Production workflows are critically disrupted, and no usable workaround is available. This excludes disruptions caused by network configuration, third-party software such as proxy servers, or configuration changes made by your teams.	An outage prevents all members of your organization or enterprise from using Copilot
High	Persistent issues prevent a team or multiple members of your organization or enterprise from using Copilot, with no usable workaround. The disruption is limited to part of your organization or enterprise, or its impact on production workflows is limited. Without GitHub Premium Support, issues that otherwise meet the Urgent criteria are assigned High priority.	A Copilot feature is unavailable or severely degraded for a team, preventing continued use with no usable workaround
Normal	Issues affect your use of Copilot, but affected users can continue using the service or have a usable workaround. Access issues limited to an individual user and general configuration questions also fall into this priority.	Code completion suggestions not appearing or returning errors for an individual user Copilot Chat functioning inconsistently A model is unavailable, but another available model allows users to continue working Questions about configuration, seat assignment, or initial activation
Low	Questions that are not time-sensitive, suggestions, or minor issues that do not block productivity.	Feature requests Product feedback Adoption guidance or best practices Questions about usage reporting and analytics that are not time-sensitive

Further reading

• Creating a support ticket