Submitting a ticket

If you use GitHub Enterprise Server, GitHub Enterprise Cloud, or the Plan prémium you must submit tickets using the Portal de soporte empresarial.

Submitting a ticket using the Portal de soporte de GitHub

1. Navigate to the GitHub Support portal.
2. Under "Name," type your name.
   
3. Use the Email drop-down menu, and select the email address you'd like Soporte de GitHub to contact.
   
4. Under "Subject", type a descriptive title for the issue you're having.
   
5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
   

   • Steps to reproduce the issue
   • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
   • Exact wording of error messages
6. Optionally, attach files by dragging and dropping, uploading, or pasting from the clipboard.
7. Click Send request.
   

Submitting a ticket using the Portal de soporte empresarial

1. Navigate to the Enterprise Support portal.
2. Para iniciar sesión en el Portal de soporte empresarial, en el ángulo superior derecho de la página, haz clic en Sign in (Iniciar sesión).
   
3. Under "Your email address", type an email address associated with your GitHub account.
   
4. Under "Subject", type a descriptive title for the issue you're having.
   
5. Under "Description", provide any additional information that will help Soporte prémium de GitHub troubleshoot the problem. Helpful information may include:
   

   • Steps to reproduce the issue
   • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
   • Exact wording of error messages
6. Use the GitHub Enterprise Product drop-down menu, and select GitHub Enterprise Cloud.
7. Use the Priority drop-down menu, and select the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
   

   • Choose Urgent to report critical system failures.
   • Choose High to report issues impacting business operations, including removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations, or to report critical bugs.
   • Choose Normal to request account recovery or spam unflagging, report user login issues, and to report non-critical bugs.
   • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
8. Use the Global Region drop-down menu, and select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
   
9. To create your support ticket, click Submit.

Further reading

• "About Soporte de GitHub"
• "About Soporte prémium de GitHub for GitHub Enterprise Cloud."