About ticket priorities
When you contact GitHub Support, GitHub will choose a priority for the ticket:
- Low
- Normal
- High
- Urgent (GitHub Premium Support only)
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.
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 Premium Support only) | Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business. |
|
| High | Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business. |
|
| Normal | Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub Enterprise Cloud, or you have general concerns or questions about your organization or enterprise. |
|
| Low | You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team. |
|
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 (GitHub Premium Support only) | 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. |
|
| 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. |
|
| 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. |
|
| Low | Questions that are not time-sensitive, suggestions, or minor issues that do not block productivity. |
|
For troubleshooting steps before contacting GitHub Support, see Troubleshooting common issues with GitHub Copilot. Many Copilot issues are caused by network configuration, firewalls, or proxy settings in your environment. For guidance on resolving these, see Troubleshooting firewall settings for GitHub Copilot and Troubleshooting network errors for GitHub Copilot. To provide feedback on preview features, use GitHub Community discussions.