About ticket priority

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

Low
Normal
High
Urgent

Note

If you have previously contacted Enterprise Support through the Enterprise Support portal, which is closing down, you should use the Support portal to open new tickets.

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

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.

Priority	Description	Examples
Urgent	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 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	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
Normal	You're experiencing limited or moderate issues with 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 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 provides Upgrades Bug reports Features not working as expected General security questions
Low	You have a question or suggestion about 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 of planned maintenance on your instance

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.

Priority	Description	Examples
Urgent	Issues that critically impact the functionality of -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 -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 Support can assist with, see About support for Actions Runner Controller.

If you are uncertain if the issue is out of scope, contact Support and we're happy to help you determine the best way to proceed.

Creating a support ticket

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